Service Logistics Program Manager

Job Code- Program Manager

Job title- Service Logistics Program Manager

Location: Santa Clara, CA

Contract: 12 months

Position Overview

We are seeking an experienced RMA Dispatch & Service Logistics Program Manager to lead and coordinate projects related to hardware and field engineer dispatches (RMA), asset recovery, reverse logistics, end-to-end supply chain operations, and process improvement.

The ideal candidate will have hands-on experience with RMA and service logistics processes in the high tech industry or similar, strong project management capabilities, and the ability to coordinate cross-functional teams to deliver projects on time and within scope. Experience with SAP and ServiceNow is preferred but not required.

Key Responsibilities

• Manage projects involving RMA dispatches, asset recovery and defective returns, reverse logistics, inventory and parts planning, repair, and related supply chain processes.
• Coordinate cross-functional teams across logistics, operations, customer service, supply chain, engineering, IT, and other relevant functions.
• Define project scope, objectives, milestones, deliverables, timelines, and resource requirements.
• Develop and maintain project plans, schedules, status reports, risk registers, and action-item tracking.
• Identify process gaps and opportunities to improve RMA and logistics workflows, efficiency, cost, and customer experience.
• Monitor project progress, proactively identify risks and dependencies, and drive corrective actions.
• Facilitate project meetings and communicate project status to stakeholders and leadership.
• Work with internal teams and external logistics/service partners to resolve operational issues.
• Support process documentation, standard operating procedures, and implementation of new workflows or systems.
• Coordinate testing, implementation, and rollout of process or system changes.
• Track project KPIs and use data to measure project outcomes and operational improvements.
• Ensure projects follow established governance, documentation, and change-management processes.

Required Qualifications & Experience

3-5 years of experience required

• Proven experience working with Inventory & parts planning, RMA part & FE dispatches, asset recovery and returns management, reverse logistics, repair, or related logistics processes.
• Strong project management experience with a demonstrated ability to manage multiple projects or workstreams simultaneously.
• Experience coordinating cross-functional teams and stakeholders.
• Strong organizational, analytical, problem-solving, and communication skills.
• Ability to manage timelines, priorities, risks, dependencies, and competing requirements.
• Experience documenting and improving business processes and workflows.
• Strong attention to detail and ability to work effectively in a fast-paced, changing environment.
• Proficiency with project management and collaboration tools.

Preferred Software & Tools Experience

• Candidates should be comfortable working with common project management, collaboration, reporting, and documentation tools. Examples include:
• Google Workspace or Microsoft Project project planning, scheduling, dependencies, and resource management.
• Jira project/task tracking, workflow management, and Agile project delivery.
• Confluence project documentation, process documentation, and knowledge management.
• Google Sheets & Microsoft Excel data analysis, reporting, tracking, and operational metrics.
• Zoom & Microsoft Teams collaboration, meetings, and project communication.
• Asana or similar project management platforms task and workflow management.
• Experience with reporting or visualization tools such as Power BI is a plus.

Beneficial but Not Required

• SAP experience, particularly with modules or processes related to logistics, inventory, order management, returns, or supply chain.
• ServiceNow experience, particularly with ticketing, workflow, incident/request management, or process automation.
• Experience working with ERP, CRM, warehouse management, transportation management, or customer service systems.
• Experience with Agile, Scrum, Lean, Six Sigma, or other process-improvement methodologies.

Key Competencies

• The successful candidate will demonstrate:
• Project Management: Ability to plan, execute, and deliver complex cross-functional projects.
• RMA & Logistics Expertise: Practical understanding of returns and reverse-logistics processes.
• Process Improvement: Ability to identify inefficiencies and implement sustainable improvements.
• Stakeholder Management: Strong ability to communicate and collaborate with stakeholders at multiple levels.
• Problem Solving: Structured approach to identifying root causes and developing solutions.
• Communication: Clear and effective written and verbal communication.
• Organization: Strong ability to manage multiple priorities, deadlines, and dependencies.
• Systems Mindset: Ability to understand how operational processes interact with business systems and technology.

Education

• Bachelor's degree in Supply Chain Management, Logistics, Business, Operations, Project Management, or a related field preferred.
• Equivalent professional experience may be considered in place of a degree.

What Success Looks Like

• Within the role, the successful candidate will be able to:
• Deliver projects on schedule and with clear stakeholder alignment.
• Improve the efficiency and visibility of the end-to-end service logistics processes.
• Establish clear project governance, reporting, and accountability.
• Identify and resolve process bottlenecks and operational issues.
• Successfully coordinate system, workflow, and process changes across multiple teams.
• Build strong working relationships between operations, logistics, customer service, IT, and other stakeholders.

Ideal Candidate Profile

The ideal candidate is a hands-on project manager with a strong operational understanding of RMA and logistics. They can move comfortably between detailed process discussions and higher-level project management, communicate effectively with technical and business teams, and drive initiatives from planning through implementation.

SAP and ServiceNow experience are considered advantages, but candidates should not be excluded if they have strong RMA/logistics and project management experience without direct experience in either platform.