Principal Technical Program Manager – Repair Services Operations

Responsibilities

• Lead cross-functional programs that improve repair quality, turnaround times, and operational efficiency.
• Drive initiatives to reduce repair failure rates through data analysis, root cause investigation, and corrective actions.
• Partner with Engineering, Quality, Supply Chain, Logistics, Customer Support, and external vendors to improve end-to-end repair operations.
• Establish and manage key performance indicators (KPIs), operational dashboards, governance reviews, and reporting mechanisms.
• Own vendor performance management, including service level agreements (SLAs), operational reviews, performance improvement plans, and accountability frameworks.
• Lead high-priority operational escalations and coordinate rapid issue resolution across internal teams and external partners.
• Develop and implement scalable processes, workflows, and reporting structures that improve operational visibility and service delivery.
• Drive continuous improvement initiatives by partnering with engineering and quality teams to address recurring issues and prevent future failures.
• Communicate program status, risks, key metrics, and recommendations to senior leadership and executive stakeholders.
• Foster a culture of accountability, urgency, and operational excellence across the organization.

Qualifications

• Bachelor's degree in Engineering, Operations, Supply Chain, Business, Computer Science, or a related field (or equivalent experience).
• 7+ years of program management, operations, supply chain, repair services, or related experience.
• Experience leading cross-functional initiatives involving internal teams and external partners.
• Demonstrated success managing operational performance, escalations, and process improvement programs.
• Strong project management, organizational, and communication skills.