Program Manager, Global Repair Operations

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, ensure and timely service.
• Manage relationships with local service vendors, including agreement 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 innovative programs that enhance the customer support experience.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 8 years of experience in supply chain operations management experience in the consumer electronics industry. Returns and repair operations management.
• Experience in program management driving, cross-functional, initiatives.
• Experience to design, launch, manage and scale operations while meeting operational schedules, budgets and KPIs.
• Experience in problem-solving, able to identify and resolve issues.

Preferred qualifications:

• 8 years of experience managing cross-functional or cross-team projects.
• Experience in Operations Management, Program Management, Vendor Management, Process Improvement, Performance Management, Supply Chain Management, Customer Satisfaction.
• Experience in team management.
• Excellent skills in Data Analysis, Cross-Functional Collaboration, Customer Focus, Business Acumen, Executive Communication, and Cost Negotiations.