Service Logistics Program Manager

Elantis; Santa Clara (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Elantis is seeking an experienced RMA Dispatch & Service Logistics Program Manager to lead hardware dispatches, asset recovery, and reverse logistics from our Santa Clara HQ. This in-office role requires coordinating cross-functional teams to deliver end-to-end supply chain improvements and ensure projects stay on time and within scope.

The ideal candidate has hands-on RMA and service logistics experience in high-tech settings, strong project management skills, and the ability to drive process

Qualifications

• Proven experience with inventory & parts planning, RMA dispatches, asset recovery and returns management.
• Strong project management experience across multiple projects or workstreams.
• Experience coordinating cross-functional teams and stakeholders.
• Excellent organizational, analytical, problem-solving, and communication skills.
• Ability to manage timelines, priorities, risks, dependencies, and changing requirements.
• Experience documenting and improving business processes and workflows.
• Attention to detail in a fast-paced environment.
• Proficiency with project management and collaboration tools.

Responsibilities

• Manage RMA dispatches, asset recovery and reverse logistics projects.
• Coordinate cross-functional teams across logistics, operations, CS, supply chain, engineering, IT.
• Define scope, milestones, deliverables, timelines, and resources.
• Develop project plans, schedules, status reports, risk registers, and action-item tracking.
• Identify gaps and improve RMA and logistics workflows, cost and customer experience.
• Track KPIs and drive corrective actions.
• Facilitate project meetings and report status to stakeholders.
• Work with internal teams and external partners to resolve issues.
• Document processes and implement new workflows or systems.
• Coordinate testing, implementation and rollout of changes.
• Ensure governance and change-management processes are followed.

Skills

RMA dispatches

Asset recovery

Reverse logistics

Project management

Cross-functional coordination

Stakeholder communication

Process improvement

Analytical thinking

Organizational skills

Documentation

Education

Bachelor's degree in Supply Chain/Logistics/Operations/PM

Tools

SAP

ServiceNow

Jira

Confluence

Power BI

Excel

Google Workspace

MS Project

Google Sheets

Zoom

Teams

Asana

Job description

We are seeking an experienced RMA Dispatch & Service Logistics Program Manager to lead and coordinate projects related to hardware and field engineer dispatches (RMA), asset recovery, reverse logistics, end-to-end supply chain operations, and process improvement. This is an in-office role at our HQ in Santa Clara, CA.

The ideal candidate will have hands-on experience with RMA and service logistics processes in the high-tech industry or similar, strong project management capabilities, and the ability to coordinate cross-functional teams to deliver projects on time and within scope. Experience with SAP and ServiceNow is preferred but not required.

Key Responsibilities

• Manage projects involving RMA dispatches, asset recovery and defective returns, reverse logistics, inventory and parts planning, repair, and related supply chain processes.
• Coordinate cross-functional teams across logistics, operations, customer service, supply chain, engineering, IT, and other relevant functions.
• Define project scope, objectives, milestones, deliverables, timelines, and resource requirements.
• Develop and maintain project plans, schedules, status reports, risk registers, and action-item tracking.
• Identify process gaps and opportunities to improve RMA and logistics workflows, efficiency, cost, and customer experience.
• Monitor project progress, proactively identify risks and dependencies, and drive corrective actions.
• Facilitate project meetings and communicate project status to stakeholders and leadership.
• Work with internal teams and external logistics/service partners to resolve operational issues.
• Support process documentation, standard operating procedures, and implementation of new workflows or systems.
• Coordinate testing, implementation, and rollout of process or system changes.
• Track project KPIs and use data to measure project outcomes and operational improvements.
• Ensure projects follow established governance, documentation, and change-management processes.

Required Qualifications & Experience

• Proven experience working with Inventory & parts planning, RMA part & FE dispatches, asset recovery and returns management, reverse logistics, repair, or related logistics processes.
• Strong project management experience with a demonstrated ability to manage multiple projects or workstreams simultaneously.
• Experience coordinating cross-functional teams and stakeholders.
• Strong organizational, analytical, problem-solving, and communication skills.
• Ability to manage timelines, priorities, risks, dependencies, and competing requirements.
• Experience documenting and improving business processes and workflows.
• Strong attention to detail and ability to work effectively in a fast-paced, changing environment.
• Proficiency with project management and collaboration tools.

Preferred Software & Tools Experience

Candidates should be comfortable working with common project management, collaboration, reporting, and documentation tools. Examples include:

• Google Workspace or Microsoft Project – project planning, scheduling, dependencies, and resource management.
• Jira – project/task tracking, workflow management, and Agile project delivery.
• Confluence – project documentation, process documentation, and knowledge management.
• Google Sheets & Microsoft Excel – data analysis, reporting, tracking, and operational metrics.
• Zoom & Microsoft Teams – collaboration, meetings, and project communication.
• Asana or similar project management platforms – task and workflow management.
• Experience with reporting or visualization tools such as Power BI is a plus.

Beneficial but Not Required

• SAP experience, particularly with modules or processes related to logistics, inventory, order management, returns, or supply chain.
• ServiceNow experience, particularly with ticketing, workflow, incident/request management, or process automation.
• Experience working with ERP, CRM, warehouse management, transportation management, or customer service systems.
• Experience with Agile, Scrum, Lean, Six Sigma, or other process-improvement methodologies.

The successful candidate will demonstrate:

• Project Management: Ability to plan, execute, and deliver complex cross-functional projects.
• RMA & Logistics Expertise: Practical understanding of returns and reverse-logistics processes.
• Process Improvement: Ability to identify inefficiencies and implement sustainable improvements.
• Stakeholder Management: Strong ability to communicate and collaborate with stakeholders at multiple levels.
• Problem Solving: Structured approach to identifying root causes and developing solutions.
• Communication: Clear and effective written and verbal communication.
• Organization: Strong ability to manage multiple priorities, deadlines, and dependencies.
• Systems Mindset: Ability to understand how operational processes interact with business systems and technology.

Education

• Bachelor's degree in Supply Chain Management, Logistics, Business, Operations, Project Management, or a related field preferred.
• Equivalent professional experience may be considered in place of a degree.

What Success Looks Like

Within the role, the successful candidate will be able to:

• Deliver projects on schedule and with clear stakeholder alignment.
• Improve the efficiency and visibility of the end-to-end service logistics processes.
• Establish clear project governance, reporting, and accountability.
• Identify and resolve process bottlenecks and operational issues.
• Successfully coordinate system, workflow, and process changes across multiple teams.
• Build strong working relationships between operations, logistics, customer service, IT, and other stakeholders.