Program Manager - External Repair Operations

Responsible for managing programs that support the external repair and resale of returned products. This role focuses on coordinating initiatives that strengthen the external repair vendor network and improve operational performance across repair, transportation, and inventory recovery processes. The position combines program management, vendor performance management, and operational strategy to ensure products are repaired efficiently and returned to inventory for resale. The role requires strong cross‑functional coordination, data‑driven decision making, and the ability to drive operational improvements that impact overall supply chain performance. Success in this position requires strong communication skills, operational judgment, and the ability to manage complex programs involving multiple stakeholders across technology, operations, and vendor partners. Experience Requirements 5+ years of program or project management experience Experience coordinating cross‑functional operational initiatives Experience managing vendor performance and operational partnerships Strong communication skills with the ability to engage internal and external stakeholders effectively Experience using backwards planning to forecast timelines and operational goals Intermediate proficiency with Excel for data analysis and reporting Team & Program Overview The Field Operations Returns & ReCommerce team focuses on the external repair of returned products for resale . The program works with an external repair vendor network to restore returned inventory and reintroduce it into the resale pipeline. The team is responsible for improving recovery rates, reducing turnaround times, and optimizing transportation and logistics processes that support repair operations. Programs often involve coordination between vendor operations, technology teams, logistics partners, and business stakeholders. The environment blends corporate program management with operational execution , requiring collaboration with partners across product, technology, finance, operations, and business teams. The team culture emphasizes collaboration, with approximately 65% team-based interaction and 35% independent work . Core Responsibilities Coordinate and manage the completion of operational programs and projects supporting the external repair vendor network Oversee vendor performance including recovery rates, turnaround time, and return rates Establish operational deadlines, assign responsibilities, and monitor progress across multiple workstreams Lead initiatives that improve inventory recovery and repair operations efficiency Prepare operational performance reports and conduct root cause analysis for leadership review Manage the Repair Direct system integration roadmap, including vendor onboarding and User Acceptance Testing Serve as a liaison between technology teams and vendor operations, resolving system errors and supporting feature development Drive transportation strategies that improve inventory velocity and reduce logistics costs Work cross-functionally with product, technology, business, finance, and operations teams Lead and guide cross-functional contributors while driving progress toward program goals Work Environment Collaborative environment combining corporate and operations/fulfillment teams Daily stand-up meetings and frequent collaboration with internal teams Monday–Friday schedule (8:00 AM – 5:00 PM PST) No weekend or holiday work expected Mix of collaborative work (65%) and independent program ownership (35%) Must-Have Skills Strong professional communication with internal and external stakeholders Program management experience Ability to use backwards planning to forecast and manage program timelines Understanding of operations and supply chain processes Intermediate Excel skills Nice-to-Have Skills Experience in e-commerce environments Experience conducting bi-weekly business reviews Previous experience working within large-scale operational environments Education Bachelor’s degree required Success Profile Successful candidates often come from operations or supply chain backgrounds and demonstrate strong leadership, problem‑solving ability, and ownership of program outcomes. The role requires someone comfortable entering an environment where processes are still evolving and using their analytical and problem‑solving skills to drive improvements that impact the broader organization. The ideal candidate demonstrates a bias for action, strong attention to operational detail, and the ability to simplify complex problems while delivering measurable results. #J-18808-Ljbffr IntePros