DX Returns Manager

Job Description

The DX Returns Manager is responsible for the end-to-end management of Parts Returns for the Philips Direct Export (DX) business. The role safeguards Philips' returns inventory (financial exposure > EUR 20M), drives operational performance with Channel Partners and Markets, and ensures timely returns execution in line with agreed Service Level Agreements (SLAs).

As the DX Return Manager for Direct Export Returns and Logistics, the role drives process standardization, operational excellence, performance management and continuous improvement across the global Direct Export organization. The role is expected to actively leverage digital capabilities and Artificial Intelligence (AI) to improve operational efficiency, automate repetitive activities, generate actionable insights, and support data-driven decision-making.

Your role:

Returns Operations

• Own the end-to-end Parts Returns process for Direct Export.
• Proactively manage returns inventory and reduce financial exposure.
• Drive overdue returns reduction through Daily Management (DM) with Partners and Markets.
• Ensure achievement of agreed SLA and KPI targets.
• Lead operational returns escalations through to resolution.

Process & Operational Excellence

• Act as SME for Direct Export Returns and Logistics processes.
• Monitor, support and guide PCC (Philips Capability Center) LATAM, Europe, META team members.
• Maintain and continuously improve processes, work instructions and governance.
• Identify structural process improvements and lead corrective actions.
• Support Business Process Excellence (BPE) initiatives across DX Logistics.
• Drive the adoption of AI and digital solutions to simplify processes, enhance reporting, improve forecasting, and increase operational efficiency.
• Act as backup for the DX Logistics officer.

Performance & Analytics

• Monitor and report Returns performance and inventory health.
• Deliver weekly and monthly KPI reporting and business insights.
• Support country-specific reporting and operational analysis.
• Lead continuous improvement initiatives using Lean, Daily Management and PRIDE methodologies.
• Monitor operational performance of PCC and logistics partners.

Stakeholder Management

• Collaborate with Channel Partners, Markets, Customer Services, Logistics, Supply Chain and PCC.
• Influence stakeholders across multiple regions to improve operational performance and customer experience.

Decision Making

• Operate independently within the assigned scope.
• Prioritize activities based on business impact and financial exposure.
• Lead operational escalations and corrective actions.
• Initiate and drive continuous improvement initiatives.
• Represent Direct Export Returns in cross-functional projects and governance forums.

You're the right fit if:

Education & Experience

• Bachelor's degree or equivalent through experience.
• 3-5 years of experience in Customer Services, Supply Chain or Logistics.
• Strong knowledge of Direct Export operations and Returns processes.
• Experience with indirect business models and international partner environments.
• Proven experience in process improvement, analytics and stakeholder management.
• Strong financial and business acumen.
• Affinity with digital transformation and practical application of AI solutions in business operations is highly desirable.

Competencies

• Customer focused with strong business acumen.
• Excellent analytical and problem-solving skills.
• Digital mindset with the ability to leverage AI and automation to improve business performance.
• Strong communication and stakeholder management capabilities.
• Proven experience leading process improvement initiatives.
• Results-driven with a continuous improvement mindset.
• Ability to influence within a complex global matrix organization.
• Strong organizational and project management skills.
• Experience with Supply Chain, Logistics and Customer Service operations.
• Knowledge of Lean, Daily Management and operational excellence methodologies.

Languages

Fluent in English (written and spoken).

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

About Philips

We are a health technology company.