Global Repair Operations & Reverse Logistics Program Manager

Accountabilities: Own and govern the complete global RMA process, covering customer returns, replacement fulfillment, repairs, refurbishment, product disposition, supplier returns, and inventory recovery. Establish global standards, policies, controls, KPIs, and operating procedures for return and repair activities. Drive continuous improvement initiatives to reduce turnaround times, increase repair yields and recovery rates, and optimize operational costs. Develop operational governance and performance management frameworks for global repair and return operations. Manage relationships with third-party repair depots, contract manufacturers, logistics providers, and specialized rework partners. Monitor repair partner performance across service levels, turnaround times, quality, costs, capacity, and contractual commitments. Lead quarterly business reviews and operational performance discussions with repair and refurbishment providers, implementing corrective action plans when needed. Coordinate the introduction of new repair capabilities, testing infrastructure, certifications, and process improvements. Oversee warranty returns, advanced replacements, refurbishment, recertification, and product recovery programs. Manage customer-facing RMA activities, including request qualification, return authorization, status updates, escalations, follow-ups on overdue returns, asset recovery, and return compliance. Ensure returned products are appropriately repaired, returned to stock, recovered from suppliers, scrapped, sent for engineering analysis, or replaced in the field. Optimize reverse logistics networks and material flows in collaboration with logistics partners. Develop scalable return and recovery processes for product launches, lifecycle transitions, recalls, product withdrawals, and end-of-life activities. Coordinate failure analysis across Engineering, Quality, Manufacturing, Customer Support, and external service partners. Lead root-cause investigations and corrective actions related to field returns, warranty failures, and supplier quality issues. Ensure compliance with Quality Management System (QMS) requirements, traceability standards, and applicable regulatory obligations. Monitor product reliability trends and recommend improvements to field quality performance. Forecast RMA volumes, repair demand, replacement inventory requirements, and recovery yields. Manage repair pipeline inventory, replacement stock, service inventory, and opportunities to recover excess assets. Partner with Supply Chain and Planning teams to maintain material availability for repair and replacement operations. Develop strategies to maximize asset recovery while reducing inventory write-offs and obsolescence. Oversee repair-related purchase orders, quotations, invoices, component procurement, service contracts, and budgets. Evaluate supplier performance using operational, quality, financial, and service metrics, while supporting the sourcing and qualification of new repair and refurbishment partners. Lead cost-reduction initiatives through improved recovery, repair optimization, and operational efficiency. Serve as the central operational interface across Engineering, Warranty Services, Quality, Product Management, Technical Support, Finance, Logistics, Manufacturing Operations, and Supply Chain. Lead complex cross-functional programs involving product recovery, engineering changes, recalls, refurbishment, software upgrades, and field corrective actions. Prepare and present operational reviews, performance metrics, business cases, and strategic recommendations to senior leadership. Act as the global subject matter expert for RMA, repair, refurbishment, and reverse logistics processes. Requirements: Bachelor's degree in Supply Chain, Engineering, Operations Management, Business, or a related discipline. At least 10 years of experience in warranty operations, repair services, manufacturing operations, supply chain, quality, or a related field. At least 5 years of experience managing third-party repair providers, contract manufacturers, refurbishment depots, or service partners. Demonstrated expertise in end-to-end RMA process ownership and operational governance. Practical experience with reverse logistics, failure analysis, product recovery, repair operations, and inventory planning. Knowledge of Quality Management Systems (QMS), corrective action processes, and supplier management programs. Strong analytical, financial, and operational problem-solving capabilities. Proven ability to lead complex, cross-functional initiatives and influence stakeholders without direct reporting authority. Excellent executive communication, relationship management, and stakeholder engagement skills. Experience supporting telecommunications, networking, broadband, electronics, or other high-tech hardware products is preferred. Familiarity with warranty operations, depot repair processes, and field return management is an advantage. Experience with ERP, Product Lifecycle Management (PLM), quality, repair tracking, and inventory management systems is preferred. A background in supplier quality, reliability engineering, or manufacturing operations is beneficial. Lean, Six Sigma, APICS, PMP, or equivalent professional certifications are considered an asset. Candidates based in the Dallas–Fort Worth area will receive stronger consideration. Benefits: Annual base salary determined by geographic location: San Francisco Bay Area: $144,900–$217,400. Select US metropolitan areas and states: $126,000–$189,000. Other US locations: $113,400–$170,100. Potential eligibility for a performance-based bonus as part of the total compensation package. Remote work arrangement within the United States. Compensation determined by location, relevant knowledge, skills, experience, and other job-related factors. Additional benefits information and details about the total compensation package will be shared during the recruitment process.