Fulfillment and Logistics Program Manager

Responsibilities

• Lead cross-functional programs to operationalize new products, services, and service offerings, ensuring readiness across fulfillment, logistics, field service, and support. Coordinate cross-functional collaborators (product, engineering, sales, finance, customer success) to align service SLAs with commercial…
• Design and optimize end-to-end fulfillment flows: order intake, kitting, staging, shipping, installation scheduling, returns, repair, and reverse logistics.
• Manage relationships with 3PLs, carriers, depot/repair partners, warehousing teams, and field service providers; negotiate contracts and measure performance.
• Define program benchmarks (OTD, SLA compliance, RMA turnaround, inventory turns, shipping cost per unit, fill rate, first-time fix rate) and build dashboards for leadership.
• Lead continuous improvement initiatives (Lean, Six Sigma tools) to reduce cost, cycle time, and failures while increasing capacity and quality.
• Develop capacity planning and inventory strategies based on projected demand to support product launches and seasonal demand spikes.
• Lead change management: rollout of new systems (WMS, TMS, FSM, ERP integrations), SOPs, training, and governance.
• Own risk management and business continuity planning for logistics and field operations (disruption mitigation, contingency carriers, spare pools).
• What we need to see
• 8+ years of program or operations management experience focused on fulfillment, logistics, field service, or service operations in a high-tech or hardware environment.

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