Global Repair Operations – Reverse Logistics Program Manager

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🇺🇸 United States – Remote

💵 $113.4k - $217.4k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📋 Program Manager

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Calix

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

💰 $50M Venture Round on 2009-08

Telecommunications • SaaS • Enterprise

Calix is a comprehensive solutions provider that focuses on enabling broadband service providers (BSPs) to simplify, innovate, and grow their businesses. Through its advanced broadband platform, Calix offers technologies like 10G-PON, 5G, Wi-Fi 7, and more to improve network operations, reduce downtime, and enhance the subscriber experience. The company provides managed services such as SmartLife and SmartHome, which help subscribers operate, secure, and enhance their connected lifestyles. Calix serves diverse provider types including telcos, cable operators, and municipal utilities, helping them deliver critical broadband connectivity and transform community access to digital services. With a focus on cloud technology, analytics, and transformation guidance, Calix empowers service providers to thrive in the digital age.

📋 Description

• Own and govern the end-to-end RMA process, including customer returns, replacement fulfillment, repair, refurbishment, disposition, supplier returns, and inventory recovery • Define process standards, policies, controls, KPIs, and operating procedures for return and repair activities • Drive continuous improvement to reduce cycle times, improve recovery rates, increase repair yields, and lower operational costs • Establish operational governance and performance management frameworks • Manage global relationships with third-party repair depots, contract manufacturers, logistics providers, and specialized rework partners • Own repair partner performance, including service levels, turnaround times, quality metrics, cost management, capacity planning, and contractual obligations • Lead business and operational performance reviews with repair and refurbishment providers • Coordinate deployment of repair capabilities, test infrastructure, certifications, and process improvements • Lead warranty returns, advanced replacements, refurbishment, recertification, and product recovery initiatives • Own customer-facing RMA operations, return authorization, status communications, escalations, follow-up, asset recovery, and return compliance • Ensure timely disposition of returned products through repair, stock return, supplier recovery, scrap, engineering analysis, or field replacement • Optimize reverse logistics networks and return material flows • Support product launches, lifecycle transitions, recalls, withdrawals, and end-of-life activities • Coordinate failure analysis and root-cause investigations with Engineering, Quality, Manufacturing, Customer Support, and external partners • Drive corrective actions, supplier quality programs, containment activities, and QMS compliance • Monitor product reliability trends and recommend field quality improvements • Forecast RMA volumes, repair demand, replacement inventory requirements, and recovery yields • Manage repair pipeline inventory, replacement stock, service inventory, and recovery opportunities • Partner with Supply Chain and Planning to ensure material availability • Establish asset recovery strategies while minimizing write-offs and obsolescence • Manage purchase orders, quotations, invoices, component procurement, service contracts, and repair-related budgets • Evaluate supplier performance and support sourcing and qualification of repair and refurbishment partners • Drive cost reduction through improved recovery, repair optimization, and operational efficiency • Serve as the operational interface across Engineering, Warranty Services, Quality, Product Management, Technical Support, Finance, Logistics, Manufacturing Operations, and Supply Chain • Lead cross-functional initiatives involving product recovery, engineering changes, recalls, refurbishment, software upgrades, and field corrective actions • Present operational reviews, metrics, business cases, and recommendations to senior leadership • Act as the company-wide subject matter expert for RMA, repair, refurbishment, and reverse logistics

🎯 Requirements

• Bachelor's degree in Supply Chain, Engineering, Operations Management, Business, or related field • 10+ years of experience in warranty operations, repair services, manufacturing operations, supply chain, quality, or related functions • 5+ years of experience managing third-party repair providers, contract manufacturers, refurbishment depots, or service partners • Demonstrated expertise in end-to-end RMA process ownership and governance • Experience with reverse logistics, failure analysis, product recovery, repair operations, and inventory planning • Experience working with Quality Management Systems (QMS), corrective action processes, and supplier management programs • Strong analytical, financial, and operational problem-solving skills • Proven ability to lead complex cross-functional initiatives without direct authority • Excellent executive communication and stakeholder management capabilities • Stronger preference will be given to candidates in the Dallas-Fort Worth Area • Preferred: experience supporting telecommunications, networking, broadband, electronics, or high-tech hardware products • Preferred: knowledge of warranty operations, depot repair processes, and field return management • Preferred: experience with ERP, PLM, quality, repair tracking, and inventory management systems • Preferred: background in supplier quality, reliability engineering, or manufacturing operations • Preferred: Lean, Six Sigma, APICS, PMP, or equivalent professional certifications

🏖️ Benefits

• May be eligible for a bonus • Benefits package (details provided via employer benefits information)

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