Reverse Logistics and Repair Operations Manager
Framework
Summary
Join Framework, a company committed to sustainable consumer electronics, as their Reverse Logistics & Repair Operations Manager! Based anywhere in the US, you will oversee product returns, develop reverse logistics policies, and manage operations partners and repair centers. This role requires strong analytical skills and experience managing third-party repair centers. You will build relationships with partners across multiple countries, create scalable processes, and manage support agents. The ideal candidate possesses excellent communication and problem-solving skills and a passion for technology and customer support. Framework offers a competitive salary, equity, health benefits, paid time off, parental leave, flexible work hours, and 401k matching.
Requirements
- 4+ years of experience in managing 3rd party repair centers
- Ability to create and implement scalable process flows and SOPs with a focus on quality control and continuous improvement
- Previous experience managing support agents, whether in-house or outsourced
- An understanding of current technical support processes and best practices
- An incredible amount of patience and empathy for customers
- Familiarity with the internal modules and components of PCs and how to diagnose issues with them remotely
- A strong desire to learn more about new technology areas
- Excellent communication and problem-solving skills
Responsibilities
- Own and manage the relationships with Framework’s returns/repair partners in the US, Europe, Australia, and Taiwan
- Act as the escalation point for BPO Customer Support Representatives specializing in RMA
- Build training materials and coach BPO Customer Support Representatives on new flows and processes
- Maintain and improve upon feedback loops to report product issues and help determine root causes with the engineering and operations teams
- Work closely with our repair center on RMAs, debugging, and providing guidance on refurbishing products & inventory management
- Provide backup as needed for non-technical areas of support like ordering and shipping issues, return processing, and general customer questions
Preferred Qualifications
- A passion for environmentalism, repair, and/or DIY
- Experience adding automation to customer service flows
- Enthusiasm for building and tinkering with PCs
- Familiarity with Kustomer and Oracle Netsuite
- Knowledge of additional languages beyond English, and familiarity with working with a multi-lingual international customer base
- Experience working in a startup environment
Benefits
- Competitive salary, equity, and health benefits
- Paid company holidays plus 20 PTO days per year
- Paid Parental Leave
- Flexible work hours and locations, including every other Friday off!
- 401K with matching for US employees
- The chance to work at a startup that is making a positive social and environmental impact
- $93,000 - $120,000 a year