Global Returns and Chargeback Lead

Description

Meta Reality Labs Channel Operations is looking for a Global Returns and Chargeback Lead to own the returns and financial-recovery function for our channel business worldwide. This is a senior, globally scoped role and the single accountable leader for two tightly linked programs: retail-partner chargeback and deduction recovery, and the end-to-end Return Merchandise Authorization (RMA) lifecycle across our 1P, 3P retail, and B2B distributor channels. You will set the strategy and run the operational engine that authorizes, tracks, and closes returns of finished hardware back into the supply chain, disputes and recovers improper retail deductions and compliance penalties from partners such as Amazon, Walmart, Target, and Best Buy, and protects margin at the post-sale edge of the channel funnel. This seam sits between channel partners, third-party warehouses, and Meta's order-management systems, and it demands both rigorous operational discipline and a demonstrated focus on automation and scale. The function is already leveraging AI automation, so a key part of this role is owning, hardening, and extending that automation. As the functional leader, you will define the operating model, set standards and SOPs that others execute against, coordinate a support team and contingent workforce across regions, and represent returns and chargebacks in cross-functional and leadership forums. You will partner daily with Finance and Revenue Operations, Channel Operations, Product Operations, Logistics and Fulfillment, and external partners. The role covers a global scope across NORAM, EMEA, and APAC and requires comfort in operating across time zones and cross-border trade complexity.

Responsibilities

Own the global returns and chargeback function end to end, setting strategy, operating model, and performance standards across all channels and regions Own retail compliance-penalty and deduction recovery across partner scorecard programs (Amazon In-Full/On-Time/ASN, Walmart OTIF/SQEP, Target SPM/SVD, Best Buy ShipItRight/RGM), including waiver mechanics, dispute-ladder management, aggregate-pattern detection, and partner escalation Provide functional leadership for the returns and chargeback team, including support staff and contingent workforce, defining coverage models, capacity plans, and continuity so that the program is resilient to volume spikes and ownership transitions Own the RMA lifecycle end to end: return authorization, bulk RMA upload and partner enablement, warehouse receiving and closure, credit release, and refund or replacement order generation in the order-management stack Own, harden, and scale the function's existing agent-based automation (AI RMA and validation skills, dispute automation), extend coverage to non-US regions and additional partners, and reduce manual toil across the dispute and returns lifecycle Maintain and evolve the canonical Retail Partner Chargeback & RMA Playbook, including partner-specific SOPs, shipping-compliance and routing rules, and B2B RMA operations Manage SOPs for stock rotation, merchandise swaps, return-to-vendor (RTV), and destroy-in-field (DIF) disposition for aged, end-of-life, and quality-hold inventory Own serial-number and warranty validation for partner returns, using traceability data to confirm sell-to partner, warranty status, and eligibility before authorizing returns Partner with Revenue Operations on the financial close of disputes and returns, including credit-memo issuance, offset of reverse-PO shortages, and write-off processing Serve as the senior directly responsible individual (DRI) for returns and chargeback escalations, driving resolution on partner disputes, deduction backlogs, and blocked or stuck returns Represent returns and chargebacks in cross-functional and leadership reviews, reporting on program health, recovery performance, and open exposure, and influencing upstream decisions that drive returns and deductions

Qualifications

12+ years of experience in supply chain operations, channel operations, reverse logistics, order management, or retail finance operations, including experience leading a function, program, or team at a global scope Demonstrated functional leadership: setting strategy and operating models, defining standards that others execute against, and coordinating teams or contingent workforce across regions Deep experience in owning returns/RMA operations, retail chargeback or deduction disputes, and post-sale channel operations Strong working knowledge of retail-partner compliance and deduction programs for major accounts (for example, Amazon Vendor Central, Walmart, Target, and Best Buy) Hands-on experience with the retail dispute and returns tool stack: Oracle Fusion ERP, Amazon Vendor Central, EDI transaction sets (855/856/810/850), and at least one deduction or AR dispute platform Proven ability to drive cross-functional resolution and influence at a leadership level across Finance, Operations, Trade, and external partners Track record of building repeatable, well-documented operational processes and scaling them across regions Experience operating globally across multiple time zones, including cross-border trade and logistics complexities Analytical and financial acumen, including the ability to reconcile financial data, quantify exposure, and prioritize recovery efforts Experience in consumer electronics or hardware supply chains, ideally spanning new-product introduction (NPI) and end-of-life (EOL) transitions Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Experience managing distributor operations (for example, Ingram Micro, TD SYNNEX, Westcoast), including stock rotation and RMA handling Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies Experience defining and delivering an automation strategy for return or dispute workflows, including scripting, RPA, or AI-agent tooling A continuous-improvement mindset and a demonstrated record of eliminating manual toil through tooling and automation at scale Experience in managing third-party warehouses and reverse-logistics providers Experience in owning returns forecasting and the financial mechanics of credit memos, waivers, and penalty-rate structures Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Deep familiarity with cross-border B2B returns and the legal-entity and country-of-origin considerations that govern routing

Compensation: $138,000/year to $196,000/year + bonus + equity + benefits