Global Returns and Chargeback Lead

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.

Global Returns and Chargeback Lead 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 Ship ItRight/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

Minimum 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

Preferred Qualifications:

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

About Meta

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and Whats App further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
For those who live in or expect to work from California if hired for this position, please click here for additional information.
United States of America: $138,000/year to $196,000/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Equal Employment Opportunity:

Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.
Apply for this job
Take the first step toward a rewarding career at Meta.