Position SummaryThis role is not eligible for immigration sponsorship
You can find the Role & Responsibilities from the Job Evaluation and/or previous Job Description.
Role and ResponsibilitiesKey Responsibilities
Carrier and Operations Management
• Manage day-to-day carrier repair operations to support timely repairs, consistent execution, and service quality.
• Monitor and improve key performance indicators, including turnaround time, repair yield, performance against annual and monthly plans, and forecast accuracy.
• Analyze operational trends, repeat repairs, and carrier feedback to identify root causes and implement improvements.
• Forecast service volumes by product, program, and season to support capacity and peak-season planning.
• Partner with Parts, Inventory, and Logistics teams to anticipate demand and support timely repairs.
Customer and Partner Management
• Manage relationships with service partners, vendors, authorized service centers, and other service network participants.
• Communicate performance expectations and work with partners to improve service quality, operational consistency, and customer outcomes.
- Lead partner meetings and business reviews, track action plans, and follow up on commitments.
Support contract compliance, billing, and financial planning activities.
- Resolve escalated issues involving service delivery, customer experience, and repair processes.
Technical Support and Service Readiness
• Monitor recurring defects and repeat repairs, working with relevant teams to identify solutions and strengthen repair capabilities.
• Analyze the use of high-cost parts and recommend improvements to repair practices and service costs.
• Share technical and operational insights with service partners and internal teams.
• Support service readiness for new products, programs, and repair processes.
Team Leadership and Collaboration
• Manage and develop team members through coaching, direction, and performance feedback.
• Coordinate regional and field service support activities to meet service network priorities.
• Collaborate with Customer Care, Finance, Legal, Compliance, Warranty, Product Management, Training, IT, Logistics, and Parts Operations to resolve issues and improve service delivery.
• Lead projects and process improvements that strengthen service quality, efficiency, and the carrier experience.
• Prepare reports and present performance trends, risks, and improvement plans to leadership.
Skills and QualificationsMinimum Qualifications
• Bachelor's degree and at least eight years of related experience, or a master's degree and at least six years of related experience.
• Experience in repair operations, technical support, partner or vendor management, or a related service environment.
• Experience leading teams, projects, or cross-functional initiatives.
• Experience working with internal or external customers or vendors to improve performance and service quality.
• Ability to analyze operational data, identify root causes, and develop practical improvement plans.
• Strong communication, organizational, problem-solving, and project management skills.
Preferred Qualifications
• Degree in business, technology, engineering, or a related field.
• Experience in consumer electronics, technology, or another service-driven industry.
• Familiarity with mobile repair operations, forecasting and production planning, and authorized service center networks.
• Experience supporting technical training, new product service readiness, and repair process improvements.
• Proficiency in Microsoft Office, including Excel and PowerPoint, and experience with operational reporting tools.
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