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.

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