Head of Care Management Operations

Operations Manager: Full-time

Reports to: Site Manager

Up to 10 % Travel

DMD Systems Recovery is on a mission to protect the planet – one IT asset at a time. We help companies securely erase data and give technology a second life through reuse, refurbishment, and responsible recycling. As a certified B Corp, we believe business should do more than make money – it should make a difference. Every laptop, server, and device we process helps reduce waste, shrink landfills, and fuel the next generation of technology. If you care about sustainability, real‑world impact, and smart tech solutions, DMD is a place where your work truly matters.

Our headquarters are in Tempe, Arizona, with additional processing facilities in Austin, Texas and Palo Alto, California.

The Operations Manager, Lifecycle & Repair leads DMD's lifecycle services and technical repair operations, overseeing testing, diagnosis, repair, refurbishment, imaging, provisioning, data destruction, grading, and service preparation activities. This role is accountable for team performance, employee development, quality, service levels, cost management, and value recovery. The Operations Manager aligns labor, tools, parts, workstations, and technical resources to meet operational demand while ensuring compliance with customer requirements and established procedures. Working closely with Operations, Quality, Sales, Service Delivery, Inventory, and Shipping teams, this position drives workflow efficiency and supports the movement of equipment from intake through repair, reuse, redeployment, resale preparation, or final disposition.

Lead daily Lifecycle & Repair operations, including testing, diagnosis, repair, refurbishment, imaging, provisioning, and grading.

Align labor, tools, parts, workstations, and technical resources with operational demand.

Manage workflow, production priorities, throughput, backlog, and service-level performance.

Ensure customer requirements, quality standards, security controls, and established procedures are consistently followed.

Support hiring, onboarding, training, performance management, and employee development.

Establish clear expectations for safety, quality, productivity, attendance, and accountability.

Monitor performance metrics and implement corrective actions to improve efficiency, quality, and turnaround times.

Drive continuous improvement efforts that strengthen workflow, recovery value, and operational performance.

Partner with Operations, Quality, Sales, Service Delivery, Inventory, and Shipping to meet customer and business objectives.

Resolve and elevate operational, staffing, equipment, quality, and customer-impacting issues as needed.

Bachelor's degree in Business, Operations Management, Supply Chain Management, Information Technology, Engineering, or a related field preferred.

Relevant industry certifications such as CompTIA A+, CompTIA Network+, Lean Six Sigma, PMP, ITIL, or equivalent are highly valued.

A minimum of five (5) years of people management experience in a production, warehouse, repair, technical operations, reverse logistics, ITAD, or related environment is required.

Five or more years of experience in ITAD, electronics repair, lifecycle services, reverse logistics, or a related operations environment is preferred.

Experience managing repair, refurbishment, testing, imaging, provisioning, or device lifecycle programs is strongly preferred.

Experience leading continuous improvement initiatives and operating within compliance-driven environments is a plus.

The employee must be able to work in a warehouse environment with seasonal temperature variations. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

This is a full-time, salaried position that reports to the Site Manager.