Service Logistics Program Manager

Position Overview

We are seeking an experienced RMA & Service Logistics Program Manager to lead and coordinate cross-functional programs involving RMA dispatches, field engineer service operations, asset recovery, reverse logistics, inventory and parts planning, defective returns, and end-to-end service supply chain processes.

The ideal candidate will combine strong project management skills with hands-on knowledge of RMA and service logistics operations. You will work closely with Logistics, Operations, Customer Service, Supply Chain, Engineering, IT, and external service partners to deliver projects on time, improve operational processes, and enhance the customer experience.

This is an in-office position at the Everpure headquarters in Santa Clara, CA.

Key Responsibilities

• Lead projects involving RMA dispatches, field engineer services, asset recovery, defective returns, reverse logistics, repair, inventory, and parts planning.

• Coordinate cross-functional teams across Logistics, Operations, Customer Service, Supply Chain, Engineering, IT, and other business functions.

• Define project scope, objectives, milestones, deliverables, timelines, dependencies, and resource requirements.

• Develop and maintain detailed project plans, schedules, status reports, risk registers, and action-item trackers.

• Manage multiple projects and workstreams simultaneously while maintaining priorities and deadlines.

• Identify process gaps and opportunities to improve RMA, service logistics, and reverse-logistics workflows.

• Monitor project progress and proactively identify risks, dependencies, bottlenecks, and operational issues.

• Develop and execute corrective actions to keep projects on track.

• Facilitate project meetings and communicate project status, risks, and outcomes to stakeholders and leadership.

• Partner with internal teams and external logistics/service providers to resolve operational issues.

• Support the development and implementation of standard operating procedures and process documentation.

• Coordinate testing, implementation, and rollout of new processes, workflows, and system changes.

• Track project KPIs and operational metrics to measure performance and business impact.

• Ensure projects follow established governance, documentation, and change-management processes.

Required Qualifications

• 3–5+ years of relevant experience in project/program management, service logistics, supply chain, operations, or a related field.

• Hands-on experience with RMA, returns management, reverse logistics, asset recovery, repair operations, inventory/parts planning, or field service dispatch.

• Strong project management experience with the ability to manage multiple projects or workstreams.

• 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, analyzing, and improving business processes and workflows.

• Strong attention to detail and ability to operate effectively in a fast-paced, changing environment.

• Proficiency with project management, collaboration, reporting, and documentation tools.

Preferred Tools & Technologies

Experience with one or more of the following is preferred:

• Google Workspace / Microsoft Project

• Jira

• Confluence

• Microsoft Excel / Google Sheets

• Zoom / Microsoft Teams

• Asana or similar project management platforms

• Power BI or other reporting/visualization tools

Preferred Qualifications

• Experience with SAP, particularly logistics, inventory, order management, returns, or supply-chain processes.

• Experience with ServiceNow, including ticketing, workflow, incident/request management, or process automation.

• Experience with ERP, CRM, Warehouse Management, Transportation Management, or Customer Service systems.

• Knowledge of Agile, Scrum, Lean, Six Sigma, or other process-improvement methodologies.

• Experience in the high-tech, hardware, technology, or service operations industry.

Key Competencies

Project Management: Ability to plan, execute, and deliver complex cross-functional initiatives.

RMA & Service Logistics: Practical understanding of returns, field service, asset recovery, and reverse-logistics processes.

Process Improvement: Ability to identify inefficiencies, analyze root causes, and implement sustainable improvements.

Stakeholder Management: Ability to build strong relationships and communicate effectively with stakeholders at multiple levels.

Problem Solving: Structured and data-driven approach to identifying issues and developing solutions.

Communication: Excellent written and verbal communication skills.

Organization: Ability to manage multiple priorities, deadlines, risks, 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

In this role, success means:

• Delivering projects on schedule with strong stakeholder alignment.

• Improving the efficiency, visibility, and reliability of service logistics processes.

• Establishing clear project governance, reporting, and accountability.

• Identifying and resolving operational bottlenecks.

• Successfully coordinating system, workflow, and process changes across multiple teams.

• Building strong partnerships between Operations, Logistics, Customer Service, IT, Engineering, and Supply Chain.

Ideal Candidate

The ideal candidate is a hands-on program/project manager with strong RMA and service logistics expertise. You should be comfortable working at both the operational and strategic levels, translating business needs into actionable projects, managing cross-functional stakeholders, and driving initiatives from planning through implementation.

SAP and ServiceNow experience are advantageous but not mandatory. Candidates with strong RMA/service logistics and project management experience are encouraged to apply.