Service Logistics Program Manager Job Description

Service Logistics Program Manager

The Service Logistics Program Manager is a critical role responsible for overseeing and optimizing all aspects of a company’s post-sales service supply chain. This individual will lead strategic initiatives to enhance efficiency, reduce costs, and improve customer satisfaction by managing the flow of service parts, and returns. The ideal candidate will possess a strong background in logistics, supply chain management, and program leadership, with a keen focus on process improvement, automation and cross-functional collaboration.

Key Responsibilities:

Program Leadership & Strategy: Develop and execute a comprehensive service logistics strategy aligned with overall business goals. Lead and manage multiple complex programs related to service parts network and return (RMA) processes. Define program scope, objectives, and deliverables in collaboration with senior leadership and stakeholders. Establish/Upkeep key performance indicators (KPIs) and metrics to measure program success and drive continuous improvement.

Operations Management: Oversee the end-to-end service logistics process, including warehousing importer/exporter setup, transportation, master parts lists, routing guides and reverse logistics. Manage relationships with third-party logistics (3PL) providers and other external partners to ensure service level agreements (SLAs) are met. Identify and implement process improvements to optimize inventory levels, reduce cycle times, and minimize logistics costs. Troubleshoot and resolve operational issues related to shipping delays, system issues and process gaps.

Cross-Functional Collaboration: Act as the primary point of contact for service logistics programs, collaborating with quality, IT, sales, finance, and customer service teams. Work closely with product management to plan for new product introductions (NPIs) and end-of-life (EOL) strategies for service parts. Communicate program status, risks, and challenges effectively to all stakeholders and senior management.

Partner Management: Analyze logistics costs, identify cost-saving opportunities, and implement initiatives to improve profitability. Participate in financial audits and issue Purchase Orders for service when necessary. Review SOW/MSA contract renewals and pricing negotiations.

Data Analysis & Reporting: Utilize data analytics to monitor service logistics performance, identify trends, and make data-driven decisions. Prepare and present regular reports on key metrics, program status, and financial performance to stakeholders.

Qualifications:

Your Experience:

Education: Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field. Master's degree or professional certifications (e.g., PMP, APICS, CSCP) are a plus.

Experience: 5-7+ years of experience in logistics, supply chain, or program management, with a strong focus on service and reverse logistics. Proven track record of successfully leading and managing complex, cross-functional programs. Experience working with a global supply chain, third-party logistics (3PL) and asset retrieval providers. Familiarity with Enterprise Resource Planning (ERP) systems and customer relationship management systems (CRM).

Skills: Exceptional leadership and program management skills. Strong analytical and problem-solving abilities. Excellent communication, presentation, and interpersonal skills. Ability to work effectively in a fast-paced, dynamic environment. Proficiency in data analysis tools (e.g., Google Suite, Excel, Tableau, Power BI). Deep understanding of reverse logistics, service parts, and inventory management principles.