We are seeking an experienced Operations Program Manager to lead operational transformation initiatives within the Repair Services organization. This role focuses on improving repair quality, vendor performance, operational efficiency, and end-to-end service execution across the repair ecosystem.
The successful candidate will lead cross-functional programs spanning engineering, quality, supply chain, logistics, customer support, and external service providers. They will establish operational governance, drive process improvements, resolve complex issues, and deliver measurable improvements in quality, turnaround time, and customer satisfaction.
The ideal candidate combines strong program management, operational excellence, vendor management, and analytical problem-solving skills with the ability to influence stakeholders, manage complex initiatives, and drive continuous improvement across a global organization.
Internal Responsibilities
• Lead strategic initiatives to improve repair quality, turnaround time, and operational efficiency.
• Drive cross-functional collaboration across engineering, quality, supply chain, logistics, customer support, and external vendors.
• Establish and manage operational KPIs, dashboards, governance reviews, and escalation processes.
• Identify systemic issues through root cause analysis and drive corrective and preventive actions.
• Manage vendor performance through SLA tracking, operational reviews, accountability, and remediation plans.
• Lead critical operational escalations and coordinate timely issue resolution.
• Develop scalable processes, workflows, and reporting to improve operational visibility and service delivery.
• Partner with engineering and quality teams to implement continuous improvement initiatives.
• Communicate program status, risks, and recommendations to senior leadership.
• Promote a culture of accountability, urgency, and operational excellence.
Required Qualifications
• Bachelor's degree in Engineering, Operations, Business, or a related field.
• 8+ years of program management, technical program management, or operations leadership experience.
• Experience leading complex cross-functional initiatives in repair services, manufacturing, supply chain, hardware operations, or similar environments.
• Strong experience managing external vendors and service providers.
• Proven ability to drive operational improvements and resolve large-scale process issues.
• Excellent analytical, organizational, communication, and stakeholder management skills.
• Experience preparing executive-level reporting and leading escalations.
Preferred Experience
• Experience in hardware repair, service operations, warranty operations, or reverse logistics.
• Knowledge of Lean, Six Sigma, root cause analysis, and continuous improvement methodologies.
• Experience developing operational metrics, dashboards, and data-driven performance management.
• PMP, Lean Six Sigma, or related professional certifications.
Success Metrics
• Reduction in repair failure and repeat return rates.
• Improved vendor SLA compliance and quality performance.
• Faster issue resolution and escalation turnaround times.
• Improved operational visibility and cross-functional execution.
• Increased customer satisfaction and reduced operational costs.
External Responsibilities
• Lead strategic initiatives to improve repair quality, turnaround time, and operational efficiency.
• Drive cross-functional collaboration across engineering, quality, supply chain, logistics, customer support, and external vendors.
• Establish and manage operational KPIs, dashboards, governance reviews, and escalation processes.
• Identify systemic issues through root cause analysis and drive corrective and preventive actions.
• Manage vendor performance through SLA tracking, operational reviews, accountability, and remediation plans.
• Lead critical operational escalations and coordinate timely issue resolution.
• Develop scalable processes, workflows, and reporting to improve operational visibility and service delivery.
• Partner with engineering and quality teams to implement continuous improvement initiatives.
• Communicate program status, risks, and recommendations to senior leadership.
• Promote a culture of accountability, urgency, and operational excellence.
Required Qualifications
• Bachelor's degree in Engineering, Operations, Business, or a related field.
• 8+ years of program management, technical program management, or operations leadership experience.
• Experience leading complex cross-functional initiatives in repair services, manufacturing, supply chain, hardware operations, or similar environments.
• Strong experience managing external vendors and service providers.
• Proven ability to drive operational improvements and resolve large-scale process issues.
• Excellent analytical, organizational, communication, and stakeholder management skills.
• Experience preparing executive-level reporting and leading escalations.
Preferred Experience
• Experience in hardware repair, service operations, warranty operations, or reverse logistics.
• Knowledge of Lean, Six Sigma, root cause analysis, and continuous improvement methodologies.
• Experience developing operational metrics, dashboards, and data-driven performance management.
• PMP, Lean Six Sigma, or related professional certifications.
Success Metrics
• Reduction in repair failure and repeat return rates.
• Improved vendor SLA compliance and quality performance.
• Faster issue resolution and escalation turnaround times.
• Improved operational visibility and cross-functional execution.
• Increased customer satisfaction and reduced operational costs.
