Senior Manager - Claims & Returns Operations

TL;DR

Senior Manager - Claims & Returns Operations: Leading a global support strategy for Returns & Claims on Xvantage Platform with an accent on operational excellence, customer experience, and financial performance. Focus on AI agentic workflows, intelligent routing, automated diagnostics, and self‑service to drive improvements in ticket deflection, MTTR, and customer satisfaction.

Location: Taguig City, Philippines

Company

hirify.global is the primary digital interface through which customers and partners interact with the hirify.global Xvantage platform.

What you will do

• Lead a global support strategy for Returns & Claims on the Xvantage Platform.
• Ensure operational excellence, consistent customer experience, and strong financial performance.
• Drive improvements in ticket deflection, MTTR, recovery %, and customer satisfaction.
• Establish KPI frameworks across Returns & Claims and standardize SOPs, controls, and governance.
• Build self‑serve dashboards for throughput, aging, SLA/OLA, error rates, productivity, and trend analytics.

Requirements

• 10+ years in operations leadership across distribution, supply chain, platforms, or BPO/shared services.
• Proven leadership of Returns & Claims, reverse logistics, or customer operations at scale.
• Demonstrated success managing cross‑functional, matrixed teams (Operations, Engineering, Finance).
• Working knowledge of ticketing platforms, APIs/integrations, observability, and system health.
• Strong billing/financial operations oversight and understanding of core controls/compliance.
• Excellent communication, stakeholder management, and conflict resolution skills.

Nice to have

• Experience deploying AI‑enabled support (copilots, conversational AI, intelligent routing, agentic automations).
• KCS, ITIL v4, and Lean/Six Sigma background.
• Familiarity with BI/analytics tools (e.g., Power BI/Qlik), and modern knowledge systems.