Job Description

The Senior Manager of Deductions is responsible for leading and optimizing all aspects of deductions and claims management, including Overs, Shorts & Damages (OS&D), freight claims, and customer deductions. This role provides strategic direction and operational oversight to multiple functional teams through direct management of departmental Managers. The position ensures timely resolution, root cause analysis, and continuous process improvement to minimize financial exposure and enhance customer satisfaction.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop Managers overseeing OS&D Claims, Freight Claims, and Deductions teams
• Establish clear performance expectations, KPIs, and accountability across all functions
• Drive a culture of continuous improvement, collaboration, and customer-centric thinking
• Partner with senior leadership to align departmental goals with overall business strategy

Deductions & Claims Oversight

• Oversee end-to-end deductions lifecycle, including identification, validation, resolution, and recovery
• Ensure timely and accurate processing of OS&D and freight claims in compliance with company policies and customer agreements
• Monitor aging, recovery rates, and write-offs; implement corrective actions to reduce unresolved balances
• Standardize workflows and ensure consistency across all claims and deductions processes

Financial & Risk Management

• Minimize financial loss by improving recovery rates and reducing invalid deductions
• Partner with Finance and Accounting to ensure accurate reporting, reserves, and reconciliations
• Analyze trends and identify root causes of deductions and claims to prevent recurrence
• Ensure compliance with contractual terms, transportation regulations, and audit requirements

Process Improvement & Strategy

• Identify process gaps and implement scalable solutions to improve efficiency and accuracy
• Leverage data analytics to drive decision-making and performance improvements
• Collaborate cross-functionally with Sales, Customer Service, Supply Chain, and Logistics to resolve systemic issues
• Lead automation and system enhancement initiatives related to deductions and claims management

Stakeholder Management

• Serve as the escalation point for complex or high-value claims and deductions
• Build strong relationships with internal stakeholders, customers, and third-party logistics providers
• Support negotiations related to claims and deductions with customers and carriers

Minimum Qualifications

Education & Experience

• Bachelor’s degree in Finance, Accounting, Supply Chain, Business, or related field
• 8–12+ years of experience in deductions, claims, accounts receivable, or related functions
• 3–5+ years of leadership experience managing managers or large teams

Skills & Competencies

• Deep knowledge of deductions management, OS&D claims, and freight claims processes
• Strong financial acumen and analytical skills
• Proven ability to lead through complexity and drive organizational change
• Excellent communication, negotiation, and stakeholder management skills
• Experience with ERP systems (e.g., SAP, Oracle) and deductions/claims platforms
• Data-driven mindset with proficiency in reporting and performance metrics

Preferred Qualifications

• Master’s in Business or related field
• Six Sigma Certification

Key Performance Indicators (KPIs)

• Deductions resolution cycle time
• Recovery rate / % of invalid deductions recovered
• Claims processing cycle time (OS&D and freight)
• Reduction in recurring deductions / root cause elimination
• Aging of open deductions and claims
• Team productivity and SLA adherence

Work Environment

• Fast-paced, cross-functional environment requiring strong prioritization and decision-making
• Regular interaction with internal departments, customers, and external partners