Program Manager, Reverse Logistics

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program or project management.
• Experience with supply chain operations management in the consumer electronics industry.
• Experience with returns and repair operations management.
• Experience in designing, launching, managing, and scaling operations while meeting operational schedules, budgets, and KPI's.
• Experience in program management and driving cross-functional initiatives.

Preferred qualifications:

• 5 years of experience managing cross-functional or cross-team projects.
• Ability to identify and resolve issues efficiently with analytical and problem-solving skills.
• Excellent written and verbal communication skills to interact effectively with vendors, executives and internal stakeholders.
• Ability to communicate fluently in English as it involves 25% of domestic travel.

Responsibilities

• Help drive Google's consumer hardware returns and repair operations in India, aligning it with our global strategy.
• Improve the customer experience for product returns and repairs, ensuring efficient and timely service.
• Manage relationships with local service vendors, including agreements negotiations, performance management, and the launch of new operational and systems capabilities.
• Analyze performance data to identify areas for improvement and implement strategies to improve customer satisfaction and optimize costs.
• Collaborate with regional and global teams to develop programs that enhance the customer support experience.