Service Logistics Program Manager

Duties:

Key Responsibilities

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

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Required Qualifications & Experience

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• 3-5 years of experience required
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• Proven experience working with Inventory & parts planning, RMA part & FE dispatches, asset recovery and returns management, reverse logistics, repair, or related logistics processes.
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• Strong project management experience with a demonstrated ability to manage multiple projects or workstreams simultaneously.
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• Experience coordinating cross-functional teams and stakeholders.
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• Strong organizational, analytical, problem-solving, and communication skills.
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• Ability to manage timelines, priorities, risks, dependencies, and competing requirements.
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• Experience documenting and improving business processes and workflows.
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• Strong attention to detail and ability to work effectively in a fast-paced, changing environment.
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• Proficiency with project management and collaboration tools.
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Preferred Software & Tools Experience

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

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• Google Workspace or Microsoft Project project planning, scheduling, dependencies, and resource management.
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• Jira project/task tracking, workflow management, and Agile project delivery.
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• Confluence project documentation, process documentation, and knowledge management.
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• Google Sheets & Microsoft Excel data analysis, reporting, tracking, and operational metrics.
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• Zoom & Microsoft Teams collaboration, meetings, and project communication.
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• Asana or similar project management platforms task and workflow management.
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• Experience with reporting or visualization tools such as Power BI is a plus.
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Beneficial but Not Required

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

The successful candidate will demonstrate:

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

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