Manager, Operations - Reverse Logistics

Confidential Company  •  Scarborough, ON

8 - 10 years experience  •  Telecommunications

Salary depends on experience
Posted on 10/03/17
Confidential Company
Scarborough, ON
8 - 10 years experience
Salary depends on experience
Posted on 10/03/17

Critical Reverse Logistics Management + Exceptional Customer Experience = Role of an Operations Leader

Our customers and our team deserve the best. That’s why we pour our passion and effort into creating innovative, leading-edge supply chain solutions. We’ll keep pushing ourselves to do more for our customers so they will have the best experiences in the world – now and in the future. We’ll keep investing in our team so that our people grow with us.

If leading a team of talented experts who are passionate about reverse logistics and driving operational performance excellence to provide exceptional customer experiences is your ideal role, here it is!

The Reverse Logistics team is looking for a passionate and talented individual to lead a team of subject matter experts, collaborate with key stakeholders to driver business outcomes that superior customer experience and business results.


As the Manager, Operations – Reverse Logistics, within our Supply Operations team, you will be instrumental in ensuring our customers and stakeholders benefit from industry leading logistics best practices. You are a Reverse Logistics expert and leader whom the team and internal stakeholders look to that can see the big picture without losing sight of the important details, and create a highly engaged and collaborative culture. Specifically, your focus is on:

  • Collaborating with stakeholders, including Product Development, Marketing, Customer Service Delivery, and Channel Operations plus extended Supply Operations team to deliver TELUS’ Testing, Refurbishment Repair and Return operations (Wireless devices and accessories, Consumer Broadband and TV equipment) to deliver exceptional customer experiences
  • Optimizing the efficiency and effectiveness of our inventory through the product lifecycle
  • Improving our testing, repair and refurbishment processes through key financial and operational metrics
  • Leading and developing a high performing team

If you’re ready to take on this challenge, read on…


What You Will Do:

  • People Leader:
    • Lead and develop a high performing and highly engaged team
    • Nurture the personal and career development of team members to ensure they are well positioned to be able to support the changing needs of TELUS and our customers
  • Transformational Leader:
    • Contribute to and support the development of TELUS Reverse Logistics, and Supply Operations strategy
    • Play an active leadership role in development and execution of initiatives that will transform our Repair and Return, Testing and Refurbishment tools and practices
    • Engage the team in continuous improvement, including applying LeanSix Sigma practices, to review end-to-end processes and drive out inefficient work processes
  • Trusted Expert Advisor, Leader, and Collaborator:
    • Introduce best-in-class supply chain management techniques and practices with a focus on disciplined execution, consistently meeting or exceeding internal customer and external market expectations
    • Manage Reverse Logistics Operations for all products in this portfolio nationally
    • Manage 3rd Party operations vendors/partners
    • Deliver continued improvement and Optimisation opportunities to deliver improved reliability, cycle times and return on Investment
    • Actively engage in and co-lead the collaborative Repair & Return process
    • Collaborate with internal business partners in supporting product acquisition and lifecycle from a Reverse Logistics perspective
    • Establish, implement and manage appropriate KPIs and operating cadence



What You Bring:

  • Passion for and expertise in the supply chain discipline, with a commitment to delivering an exceptional customer experience
  • Excellent communication, influencing, negotiation, and presentation skills, including conveying complex concepts or data in a simple, easy to understand manner to all levels, from front line to superior analytical, problem-solving, and relationship-building skills
  • Demonstrated knowledge of Reverse Logistics systems, and key performance indicators, drivers and controls
  • Track record of delivering improvements through supporting and engaging leadership, team member collaboration, and process simplification
  • 8+years of equivalent, relevantexperience, including:
    • 5 years in a Supply Chain role
    • 2 years of experience leading a team
  • Experience negotiating service and commercial terms, and managing budgets
  • Experience with device repair, asset management, planning tools and metrics
  • Experience with Retail supply chain demand planning and inventory management is an asset
  • Bachelor’s degree
  • APICS, CSCP, SCMA or SCMP certification is an asset
  • Quality management and/or change management experience/designation (e.g. QSM, ISO, PMP) is an


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