We are looking for an experienced Program Manager to lead and scale service fulfillment and Reverse logistics operations across the U.S. You will design, implement, and continuously improve end-to-end processes for installation, field service fulfillment, parts logistics, returns, and depot repair to meet aggressive SLAs, cost targets, and customer experience goals.
This position is based in Dallas, Texas.
What you'll be doing: - Lead cross-functional programs to operationalize new products, services, and service offerings, ensuring readiness across fulfillment, logistics, field service, and support.
- Design and optimize end-to-end fulfillment flows: order intake, kitting, staging, shipping, installation scheduling, returns, repair, and reverse logistics.
- Manage relationships with 3PLs, carriers, depot/repair partners, warehousing teams, and field service providers; negotiate contracts and measure performance.
- Define program benchmarks (OTD, SLA compliance, RMA turnaround, inventory turns, shipping cost per unit, fill rate, first-time fix rate) and build dashboards for leadership.
- Lead continuous improvement initiatives (Lean, Six Sigma tools) to reduce cost, cycle time, and failures while increasing capacity and quality.
- Develop capacity planning and inventory strategies based on projected demand to support product launches and seasonal demand spikes.
- Lead change management: rollout of new systems (WMS, TMS, FSM, ERP integrations), SOPs, training, and governance.
- Own risk management and business continuity planning for logistics and field operations (disruption mitigation, contingency carriers, spare pools).
- Coordinate cross-functional collaborators (product, engineering, sales, finance, customer success) to align service SLAs with commercial commitments.
What we need to see: - 8+ years of program or operations management experience focused on fulfillment, logistics, field service, or service operations in a high-tech or hardware environment.
- Bachelor's degree or equivalent experience in supply chain, Engineering, Business, or related; MBA or relevant certification (CSCP, Six Sigma) preferred.
- Proven track record managing complex, cross-functional programs with external partners (3PLs, carriers, repair depots).
- Strong data-driven decision-making: experience with benchmark definition, dashboards, and regular operational reviews.
- Hands-on experience with WMS/TMS, FSM platforms, and ERP integration projects.
- Demonstrated ability to optimize inventory, forecast demand, and manage reverse logistics/RMA processes.
- Excellent collaborator management, negotiation, and vendor management skills.
- Comfortable working in fast-paced, ambiguous environments with tight timelines.
- Willingness to travel (up to 25%) and work across Texas time zones as needed.
Ways to Stand out from the crowd: - Strong project management (PMP, Agile) and process improvement capabilities.
- Analytical proficiency with SQL, Excel modeling, and BI tools (Tableau, Power BI).
- Excellent written/verbal communication, able to present to executive audiences.
- Customer-centric approach with a focus on operational excellence and continuous improvement.
- Experience scaling operations for rapid growth and new product launches.
Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is 136,000 USD - 218,500 USD for Level 4, and 176,000 USD - 276,000 USD for Level 5.
You will also be eligible for equity and benefits.
Applications for this job will be accepted at least until June 12, 2026.
This posting is for an existing vacancy.
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