Operations Program Manager

About the Role

We are seeking an experienced contingent Operations Program Manager to oversee day-to-day operations involving retail and telecom repair and maintenance, as well as supply fulfillment and warehouse functions across North America. This position is remote within the U.S. and lasts for 12 months with the possibility of extension. Working hours are either 8am-5pm PST or 9am-6pm CST.

Responsibilities

• Manage daily activities performed by external warehouse agencies and service partners ensuring quality, punctuality, regulatory compliance, and high service standards throughout North America.
• Monitor and track corrective and preventive actions, identify non-compliance trends, verify documentation accuracy, and ensure readiness for audits.
• Develop and implement standard operating procedures, training resources, and repeatable workflows derived from improvement insights.
• Lead initiatives to enhance repair, maintenance, and warehouse efficiency, optimize space, reduce costs, and standardize operations.
• Coordinate with suppliers, carriers, and third-party logistics (3PL) providers to address material, shipping, and service issues or escalations.
• Collaborate extensively with internal teams including Physical Merchandising, Field Merchandising, Demo Tech, Retail Sales, Finance, and Procurement, alongside external agencies and retail partners.
• Support key activities such as new product launches, retail refresh cycles, operational expense planning, scaling of operations, special projects, and occasional extended working hours.

Qualifications

• Minimum of 3 years’ experience managing projects or programs within retail operations, supply chain, logistics, or a related discipline.
• At least 3 years’ direct experience in repair and maintenance, supply fulfillment, warehouse management, vendor relations, or 3PL oversight.
• Experience supporting large-scale retail environments, multi-site retail operations, or retail field execution.
• Strong vendor management abilities including handling RFPs, SLAs, contracts, performance scorecards, escalations, and service evaluations.
• Excellent organizational skills, strong written and verbal communication, and capability to juggle multiple priorities in a dynamic setting.
• Proficient with Google Workspace and Microsoft Office Suite, comfortable collaborating cross-functionally with internal teams and external partners.
• Willingness and ability to travel within the US and Canada as business requirements dictate.

Preferred Qualifications

• Background working in consumer electronics, technology retail, or similar sectors.
• Certifications such as Six Sigma, PMP, or equivalent process improvement and project management credentials.