Global Repair Operations & Reverse Logistics Program Manager

Jobgether; United States; Remote; USD 126,000 - 189,000; Full time

Benefits offered by this job

Remote work within United States

Bonus potential

Comprehensive benefits package

Salary by location

Job summary

Jobgether seeks a Global Repair Operations & Reverse Logistics Program Manager based in the United States. This senior, remote role leads global strategy for returns, repairs, refurbishment, and the RMA ecosystem end-to-end.

You will collaborate across engineering, quality, manufacturing, supply chain, finance, and customer support to drive improvements in reliability, asset recovery, and customer satisfaction while managing external repair providers and scalable processes for launches.

Qualifications

• Degree in supply chain, engineering, operations or business.
• 10+ years in warranty ops, repair services, or related fields.
• 5+ years managing third-party repair providers or service partners.
• End-to-end RMA ownership and governance experience.
• Reverse logistics, failure analysis, and inventory planning experience.
• Familiarity with ERP/PLM and supplier management programs.

Responsibilities

• Own global RMA process covering returns, repairs, refurbishment, and disposition.
• Establish standards, KPIs, and procedures for repair activities.
• Drive improvements to reduce turnaround times and costs.
• Lead cross-functional governance across engineering, quality, and supply chain.
• Manage external repair depots, contract manufacturers, and logistics partners.
• Monitor partner performance against SLAs and budgets.
• Prepare executive reviews and strategic recommendations.

Skills

Executive communication

Stakeholder management

Cross-functional collaboration

Analytical thinking

Financial acumen

Education

Bachelor's degree in Supply Chain, Engineering, Operations Management, Business, or related

Tools

ERP systems

PLM

Quality management systems

Repair tracking and inventory systems

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Global Repair Operations & Reverse Logistics Program Manager based in the United States.

In this senior, remote role, you will lead the global strategy and operational governance for product returns, repairs, refurbishment, and recovery throughout the product lifecycle. You will own the end-to-end Return Material Authorization (RMA) ecosystem, ensuring efficient processes, strong service partner performance, and effective reverse logistics. Working across engineering, quality, manufacturing, supply chain, finance, and customer support teams, you will drive improvements in product reliability, asset recovery, and customer satisfaction. You will also manage external repair providers, oversee operational and financial performance, and develop scalable processes to support product launches and lifecycle transitions. This is an influential, cross-functional position suited to an experienced operations leader who can deliver results through expertise, collaboration, and strategic direction rather than direct personnel management.

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.