The Calix platform enables Communication Service Providers (CSPs) of all sizes to transform and future-proof their businesses. Through real-time data, automation, and actionable insights delivered via Calix One — our cloud-first, AI-powered platform — CSPs can simplify operations, collapse cost, and accelerate innovation. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve.
We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.
The Global Repair Operations & Reverse Logistics Program Manager serves as the global process owner for all Return Material Authorization (RMA), repair, refurbishment, and product recovery activities. This role is responsible for defining, governing, and continuously improving the end-to-end return and repair ecosystem across customers, contract manufacturers, third-party repair providers, logistics partners, suppliers, quality teams, and engineering organizations.
As a senior subject matter expert, this position provides strategic leadership through influence rather than direct personnel management. The role owns process performance, operational governance, partner management, inventory recovery strategies, and service execution to ensure efficient product support throughout the product lifecycle.
The successful candidate will drive operational excellence across warranty returns, depot repair operations, failure analysis workflows, product recovery programs, and supplier corrective action processes while ensuring compliance, traceability, cost optimization, and customer satisfaction.
Key Responsibilities
Global Process Ownership
- Own and govern the end-to-end RMA process, including customer returns, replacement fulfillment, repair, refurbishment, disposition, supplier returns, and inventory recovery.
- Define process standards, policies, controls, KPIs, and operating procedures for all return and repair activities.
- Drive continuous improvement initiatives to reduce cycle times, improve recovery rates, increase repair yields, and lower operational costs.
- Establish operational governance and performance management frameworks for global return and repair operations.
Repair Operations & Service Partner Management
- Manage global relationships with third-party repair depots, contract manufacturers, logistics providers, and specialized rework partners.
- Own repair partner performance, including service levels, turnaround times, quality metrics, cost management, capacity planning, and contractual obligations.
- Lead quarterly business reviews and operational performance reviews with repair and refurbishment providers.
- Coordinate deployment of new repair capabilities, test infrastructure, certifications, and repair process improvements.
- Drive corrective actions and performance improvement plans when supplier or repair partner performance falls below expectations.
RMA Operations & Product Recovery
- Lead execution of warranty returns, advanced replacements, refurbishment programs, recertification activities, and product recovery initiatives.
- Own customer-facing RMA operations, including request intake and qualification, return authorization, status communications, escalation support, proactive follow-up on pending and aged returns, recovery of outstanding customer assets, return compliance, and continuous improvement of the customer return experience.
- Ensure timely disposition of returned product through repair, return to stock, supplier recovery, scrap, engineering analysis, or field replacement.
- Partner with logistics providers to optimize reverse logistics networks and return material flows.
- Develop scalable processes to support product launches, lifecycle transitions, recalls, product withdrawals, and end-of-life activities.
Failure Analysis & Quality Management
- Coordinate cross-functional failure analysis activities involving Engineering, Quality, Manufacturing, Customer Support, and external service partners.
- Drive root-cause investigations and corrective action execution for field returns and warranty failures.
- Support supplier quality initiatives, corrective action programs, and containment activities.
- Ensure compliance with Quality Management System (QMS) requirements, traceability standards, and regulatory obligations.
- Monitor product reliability trends and provide recommendations to improve field quality performance.
Inventory Planning & Asset Recovery
- Develop forecasts for RMA volumes, repair demand, replacement inventory requirements, and recovery yields.
- Manage repair pipeline inventory, replacement stock, service inventory, and excess recovery opportunities.
- Partner with Supply Chain and Planning teams to ensure material availability supporting repair and replacement requirements.
- Establish strategies to maximize asset recovery while minimizing write-offs and inventory obsolescence.
Supplier & Financial Management
- Manage purchase orders, repair quotations, invoices, component procurement, service contracts, and repair-related budgets.
- Evaluate supplier performance using operational, quality, financial, and service metrics.
- Support sourcing and qualification of new repair, rework, and refurbishment partners.
- Drive cost reduction initiatives through improved recovery, repair optimization, and operational efficiency programs.
Cross-Functional Leadership
- Serve as the central operational interface between Engineering, Warranty Services, Quality, Product Management, Technical Support, Finance, Logistics, Manufacturing Operations, and Supply Chain teams.
- Lead complex cross-functional initiatives involving product recovery, engineering changes, recall activities, refurbishment programs, software upgrades, and field corrective actions.
- Prepare and present operational reviews, performance metrics, business cases, and strategic recommendations to senior leadership.
- Act as the company-wide subject matter expert for RMA, repair, refurbishment, and reverse logistics processes.
Required Qualifications
- Bachelor's degree in Supply Chain, Engineering, Operations Management, Business, or related field.
- 10+ years of experience in warranty operations, repair services, manufacturing operations, supply chain, quality, or related functions.
- 5+ years of experience managing third-party repair providers, contract manufacturers, refurbishment depots, or service partners.
- Demonstrated expertise in end-to-end RMA process ownership and governance.
- Experience with reverse logistics, failure analysis, product recovery, repair operations, and inventory planning.
- Experience working with Quality Management Systems (QMS), corrective action processes, and supplier management programs.
- Strong analytical, financial, and operational problem-solving skills.
- Proven ability to lead complex cross-functional initiatives without direct authority.
- Excellent executive communication and stakeholder management capabilities.
- Stronger preference will be given to candidates in the Dallas-Fort Worth Area.
Preferred Qualifications
- Experience supporting telecommunications, networking, broadband, electronics, or high-tech hardware products.
- Knowledge of warranty operations, depot repair processes, and field return management.
- Experience working with ERP, PLM, quality, repair tracking, and inventory management systems.
- Background in supplier quality, reliability engineering, or manufacturing operations.
- Lean, Six Sigma, APICS, PMP, or equivalent professional certifications.
The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.
San Francisco Bay Area:
144,900 - 217,400 USD Annual
Select US Metros and States:
126,000 - 189,000 USD Annual
Other US Locations:
113,400 - 170,100 USD Annual
As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.
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