Global Repair Operations – Reverse Logistics Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and manage the complete RMA process, which includes customer returns, replacement fulfillment, repairs, refurbishments, disposition, supplier returns, and inventory recovery.

• Establish standards, policies, controls, KPIs, and operational procedures for return and repair processes.

• Promote continuous improvement to minimize cycle times, enhance recovery rates, boost repair yields, and reduce operational costs.

• Create frameworks for operational governance and performance management.

• Oversee global relationships with third-party repair depots, contract manufacturers, logistics providers, and specialized rework partners.

• Manage the performance of repair partners, focusing on service levels, turnaround times, quality metrics, cost management, capacity planning, and adherence to contractual obligations.

• Conduct business and operational performance assessments with repair and refurbishment providers.

• Coordinate the deployment of repair capabilities, testing infrastructure, certifications, and process enhancements.

• Lead initiatives for warranty returns, advanced replacements, refurbishments, recertifications, and product recovery.

• Manage customer-facing RMA operations, including return authorizations, status communications, escalations, follow-ups, asset recovery, and compliance with return policies.

• Ensure prompt disposition of returned items through repair, restocking, supplier recovery, scrapping, engineering analysis, or field replacements.

• Optimize reverse logistics networks and material return flows.

• Support product launches, lifecycle transitions, recalls, withdrawals, and end-of-life processes.

• Collaborate on failure analysis and root cause investigations with Engineering, Quality, Manufacturing, Customer Support, and external partners.

• Implement corrective actions, supplier quality initiatives, containment activities, and QMS compliance.

• Monitor product reliability trends and suggest improvements for field quality.

• Forecast RMA volumes, repair demands, replacement inventory needs, and recovery yields.

• Manage repair pipeline inventory, replacement stock, service inventory, and recovery opportunities.

• Work with Supply Chain and Planning to ensure material availability.

• Develop asset recovery strategies to minimize write-offs and obsolescence.

• Handle purchase orders, quotations, invoices, component procurement, service contracts, and budgets related to repairs.

• Assess supplier performance and assist in sourcing and qualifying repair and refurbishment partners.

• Drive cost reductions through better recovery, repair optimization, and operational efficiencies.

• Act as the operational interface with Engineering, Warranty Services, Quality, Product Management, Technical Support, Finance, Logistics, Manufacturing Operations, and Supply Chain.

• Lead cross-functional projects involving product recovery, engineering changes, recalls, refurbishments, software upgrades, and field corrective actions.

• Present operational reviews, metrics, business cases, and recommendations to senior leadership.

• Serve as the organization's subject matter expert in RMA, repair, refurbishment, and reverse logistics.

⛳️ Requirements

• Bachelor's degree in Supply Chain, Engineering, Operations Management, Business, or a related discipline.

• Over 10 years of experience in warranty operations, repair services, manufacturing operations, supply chain, quality, or similar functions.

• At least 5 years of experience managing third-party repair providers, contract manufacturers, refurbishment depots, or service partners.

• Proven expertise in owning and governing the end-to-end RMA process.

• Familiarity with reverse logistics, failure analysis, product recovery, repair operations, and inventory planning.

• Experience with Quality Management Systems (QMS), corrective action processes, and supplier management programs.

• Strong analytical, financial, and operational problem-solving abilities.

• Demonstrated capability to lead complex cross-functional initiatives without direct authority.

• Excellent communication skills and stakeholder management expertise.

• Preference will be given to candidates located in the Dallas-Fort Worth Area.

• Preferred experience in supporting telecommunications, networking, broadband, electronics, or high-tech hardware products.

• Preferred knowledge of warranty operations, depot repair processes, and field return management.

• Preferred experience with ERP, PLM, quality, repair tracking, and inventory management systems.

• Preferred background in supplier quality, reliability engineering, or manufacturing operations.

• Preferred certifications in Lean, Six Sigma, APICS, PMP, or equivalent professional credentials.

🏝️ Benefits

• Potential eligibility for a bonus.

• Comprehensive benefits package (details available via employer benefits information).