Returns Process Manager will be accountable for the optimization of supply chain
returns management (RMA) programs. It will be necessary to understand the
business and supply chain goals and work closely with cross-functional areas to
ensure the successful management of all RMA programs. Responsibilities include monitoring
and reporting on RMA performance.
Additionally, requirements include the translation of business vision
and scope into implementation plans and development of detailed project
strategies which will encompass: understanding project scope, desired customer
experience, change control, budget management, risk mitigation plans,
contingency plans, deliverables/action item management, user acceptance and
end-to-end client testing and training needs, as necessary for the ongoing
success of Asurion Returns Management programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
all aspects of successful RMA program delivery, including coordination
across multiple internal and external stakeholders and delivery teams,
such as client services teams, product management, IT, Care, Marketing,
Risk Management, Supply Chain, Finance, vendors, etc.
overall RMA management, including planning and leading cross functional
resources to drive improvements.
the translation of product/project vision into a defined customer
experience and detailed scope
and execute detailed, cross-functional project plans with critical path
milestones, highlighting external and cross-functional dependencies to
guide the project to a successful delivery.
internal and external project status meetings with clients.
and execute risk management plans and facilitate resolution of issues
and/or escalate issues to defined escalation paths and leadership when
projects on schedule and within budget, identifying risks and driving
post-implementation support to ensure all operational and IT issues from
the launch are resolved or transitioned to an operating group.
lessons learned and ensure improvement opportunities are leveraged in
continuous improvement in performance metrics/measurements to track budget
to actual performance.
and maintain vendor relationships, negotiating contracts, creating vendor
standards, assisting in sourcing available vendors.
degree, preferably in Computer Sciences, Business Administration,
Engineering or related disciplines with operations and/or information
technology focus or equivalent work experience.
years of experience in managing moderate to high complexity projects, with
experience managing client facing projects being highly desirable.
years of product management, supply chain or financial
project management experience and/or business process redesign experience
in these areas is a definite plus.
project management skills with the ability to multi-task and manage
multiple complex projects in a cross functional environment concurrently.
customer orientation and ability to drive the design and delivery of great
to thrive in a fast paced environment; self-motivated, self-managed.
attention to detail, communication, presentation and analytical skills.
computer skills (Word, Excel, Project, Visio) are necessary.
certification or equivalent training a plus.
(0-15%) domestic travel required.
Benchmarking (Project Management)
Business Process Improvement