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Manager, Business Process Owner (Returns)

Asurion Smyrna Full-Time
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The 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.

  • Oversee 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.
  • Provide overall RMA management, including planning and leading cross functional resources to drive improvements.
  • Lead the translation of product/project vision into a defined customer experience and detailed scope 
  • Develop 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.
  • Lead internal and external project status meetings with clients.
  • Define and execute risk management plans and facilitate resolution of issues and/or escalate issues to defined escalation paths and leadership when needed.
  • Manage projects on schedule and within budget, identifying risks and driving mitigation strategies.
  • Provide post-implementation support to ensure all operational and IT issues from the launch are resolved or transitioned to an operating group.
  • Document lessons learned and ensure improvement opportunities are leveraged in future projects.
  • Drive continuous improvement in performance metrics/measurements to track budget to actual performance.
  • Facilitate and maintain vendor relationships, negotiating contracts, creating vendor standards, assisting in sourcing available vendors.
  • BA/BS degree, preferably in Computer Sciences, Business Administration, Engineering or related disciplines with operations and/or information technology focus or equivalent work experience. 
  • 5+ years of experience in managing moderate to high complexity projects, with experience managing client facing projects being highly desirable.
  • 3+ years of product management, supply chain or financial project management experience and/or business process redesign experience in these areas is a definite plus.
  • Advanced project management skills with the ability to multi-task and manage multiple complex projects in a cross functional environment concurrently.
  • Strong customer orientation and ability to drive the design and delivery of great customer experiences.
  • Ability to thrive in a fast paced environment; self-motivated, self-managed.
  • Excellent attention to detail, communication, presentation and analytical skills.
  • Strong computer skills (Word, Excel, Project, Visio) are necessary.
  • PMP certification or equivalent training a plus.
  • Little (0-15%) domestic travel required.

Supply Chain/Logistics

Skills required

Benchmarking (Project Management)
Business Process Improvement
Program Management
Project Management
Change Management
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Job ID: SUP06738


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We've built a lot of things in the past 20 years. The most important is trust.We’re a technology company. But we’re also an amazing group of people. When you call us, you’ll talk to people with the patience and experience to genuinely help. We understand what it’s like to spill water on a cell phone or a have a hard drive crash on a term paper. We replace. We fix. We find. We solve. We keep you in the game. Asurion. Life's Operating System

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