C Technical Program Manager

Capgemini; Palo Alto (CA); On-site; USD 57,000 - 90,000; Full time

Job summary

Capgemini is seeking a Senior Business Process Transformation Consultant to lead assessment and design of warranty, RMA, and reverse logistics in an Automotive Tier 1 environment. You will collaborate with Engineering, Quality, Logistics, Supply Chain, Finance, and Warranty SMEs to map current-state processes and design scalable future-state operating models for improved efficiency and governance.

You will establish process ownership, SOPs, and KPIs, support dashboards and reporting, and

Qualifications

• 7+ years of Business Process Transformation
• Experience in Automotive Tier 1, OEM, Manufacturing, Warranty, Service Operations, or Supply Chain environments.
• Preferably working experience in Hardware and software development for Tier 1 supplier
• Proven track record leading process improvement and transformation initiatives.

Responsibilities

• Process Assessment & Analysis: Conduct stakeholder interviews and process discovery workshops.
• Document current-state workflows, roles, responsibilities, and decision points.
• Assess warranty, RMA, product support, escalation, and reverse logistics processes.
• Identify process gaps, bottlenecks, and improvement opportunities.
• Future-State Process Design: Facilitate workshops to design future-state business processes.
• Develop end-to-end process maps, swimlane diagrams, and operating procedures.
• Define process ownership, approval workflows, and handoff points.
• Standardized workflows supporting warranty returns, investigations, and customer communications.
• Governance & Controls: Develop governance frameworks, RACI matrices, and escalation models.
• Establish process controls, business rules, and SOPs.
• Support organizational alignment and role definition.
• Business Requirements & Technology Enablement: Capture and document business and functional requirements.
• Support evaluation of workflow, case management, ERP, and reporting solutions.
• Collaborate with architects and SMEs on future-state capabilities.
• Performance & Continuous Improvement: Define process KPIs and reporting requirements.
• Support development of dashboards and management reporting.
• Recommend automation and continuous improvement opportunities.
• Current-State Assessment Report: Gap Analysis & Process Maturity Assessment
• Future-State Process Maps & Swimlanes
• Governance Framework & RACI Matrix
• SOPs and Process Control Framework
• Business Requirements Document (BRD)
• KPI Framework & Reporting Requirements
• Process Transformation Roadmap

Skills

BPM

Lean Six Sigma

Value Stream Mapping

Process modeling

Workshops facilitation

Stakeholder management

Executive communication

Warranty & reverse logistics knowledge

Education

7+ years of Business Process Transformation

Tools

Visio

Signavio

ARIS

Lucidchart

SAP

Oracle

ServiceNow

Jira

Power BI

Job description

Lead the assessment, optimization, and future-state design of business processes supporting Warranty Operations, RMA (Return Material Authorization), Product Support, and Reverse Logistics within an Automotive Tier 1 environment.

The consultant will work closely with Engineering, Quality, Logistics, Supply Chain, Finance, and Warranty SMEs to document current-state processes, identify improvement opportunities, and design scalable operating models that improve efficiency, governance, and customer satisfaction.

Key Responsibilities:

Process Assessment & Analysis

• Conduct stakeholder interviews and process discovery workshops.
• Document current-state workflows, roles, responsibilities, and decision points.
• Assess warranty, RMA, product support, escalation, and reverse logistics processes.
• Identify process gaps, bottlenecks, and improvement opportunities.

Future-State Process Design

• Facilitate workshops to design future-state business processes.
• Develop end-to-end process maps, swimlane diagrams, and operating procedures.
• Define process ownership, approval workflows, and handoff points.
• Standardized workflows supporting warranty returns, investigations, and customer communications.

Governance & Controls

• Develop governance frameworks, RACI matrices, and escalation models.
• Establish process controls, business rules, and SOPs.
• Support organizational alignment and role definition.

Business Requirements & Technology Enablement

• Capture and document business and functional requirements.
• Support evaluation of workflow, case management, ERP, and reporting solutions.
• Collaborate with architects and SMEs on future-state capabilities.

Performance & Continuous Improvement:

• Define process KPIs and reporting requirements.
• Support development of dashboards and management reporting.
• Recommend automation and continuous improvement opportunities.

Current-State Assessment Report

• Gap Analysis & Process Maturity Assessment
• Future-State Process Maps & Swimlanes
• Governance Framework & RACI Matrix
• SOPs and Process Control Framework
• Business Requirements Document (BRD)
• KPI Framework & Reporting Requirements
• Process Transformation Roadmap

Required Qualifications:

Experience:

• 7+ years of Business Process Transformation
• Experience in Automotive Tier 1, OEM, Manufacturing, Warranty, Service Operations, or Supply Chain environments.
• Preferably working experience in Hardware and software development for Tier 1 supplier
• Proven track record leading process improvement and transformation initiatives.

Education:

Skills:

• Expertise in Business Process Management (BPM), Lean Six Sigma, and Value Stream Mapping.
• Strong process modeling skills using Visio, Signavio, ARIS, Lucidchart, or similar tools.
• Knowledge of warranty, product support, supply chain, and reverse logistics processes.
• Familiarity with SAP, Oracle, ServiceNow, Jira, Power BI, or comparable platforms.
• Excellent workshop facilitation, stakeholder management, and executive communication skills

Success Measures:

• Improved process efficiency and governance.
• Well-defined future-state operating model and workflows.
• Clear ownership, accountability, and process controls.
• Actionable roadmap for process and technology transformation.
• Enhanced operational visibility through KPIs and reporting.

The pay range that the employer in good faith reasonably expects to pay for this position is $41.61/hour - $65.01/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.