Technical Program Manager
hace 18 días
Bloomfield
Job DescriptionPossible 3 Month CTH Role name: Technical Program Manager Work Location: Palo Alto, CA (Onsite) Start date: Immediate availability. Background check MANDATORY Lead the assessment, optimization, and future-state design of business processes supporting Warranty Operations, RMA (Return Material Authorization), Product Support, and Reverse Logistics within an Automotive Tier 1 environment. The consultant will work closely with Engineering, Quality, Logistics, Supply Chain, Finance, and Warranty SMEs to document current-state processes, identify improvement opportunities, and design scalable operating models that improve efficiency, governance, and customer satisfaction. Key Responsibilities Process Assessment & Analysis Conduct stakeholder interviews and process discovery workshops. Document current-state workflows, roles, responsibilities, and decision points. Assess warranty, RMA, product support, escalation, and reverse logistics processes. Identify process gaps, bottlenecks, and improvement opportunities. Future-State Process Design Facilitate workshops to design future-state business processes. Develop end-to-end process maps, swimlane diagrams, and operating procedures. Define process ownership, approval workflows, and handoff points. Standardized workflows supporting warranty returns, investigations, and customer communications. Governance & Controls Develop governance frameworks, RACI matrices, and escalation models. Establish process controls, business rules, and SOPs. Support organizational alignment and role definition. Business Requirements & Technology Enablement Capture and document business and functional requirements. Support evaluation of workflow, case management, ERP, and reporting solutions. Collaborate with architects and SMEs on future-state capabilities. Performance & Continuous Improvement Define process KPIs and reporting requirements. Support development of dashboards and management reporting. Recommend automation and continuous improvement opportunities. Key Deliverables Current-State Assessment Report Gap Analysis & Process Maturity Assessment Future-State Process Maps & Swimlanes Governance Framework & RACI Matrix SOPs and Process Control Framework Business Requirements Document (BRD) KPI Framework & Reporting Requirements Process Transformation Roadmap Required Qualifications Experience 7 years of Business Process Transformation Experience in Automotive Tier 1, OEM, Manufacturing, Warranty, Service Operations, or Supply Chain environments. Preferably working experience in Hardware and software development for Tier 1 supplier Proven track record leading process improvement and transformation initiatives. Education: E&E/E&C Engineering Skills: Expertise in Business Process Management (BPM), Lean Six Sigma, and Value Stream Mapping. Strong process modeling skills using Visio, Signavio, ARIS, Lucidchart, or similar tools. Knowledge of warranty, product support, supply chain, and reverse logistics processes. Familiarity with SAP, Oracle, ServiceNow, Jira, Power BI, or comparable platforms. Excellent workshop facilitation, stakeholder management, and executive communication skills Success Measures Improved process efficiency and governance. Well-defined future-state operating model and workflows. Clear ownership, accountability, and process controls. Actionable roadmap for process and technology transformation. Enhanced operational visibility through KPIs and reporting. Note: This role focuses on process transformation, workflow design, governance, and business requirements, while the Warranty & RMA SME provides domain expertise for warranty operations, RMA policies, failure analysis, and industry best practices. Success Measures Improved process efficiency and governance. Well-defined future-state operating model and workflows. Clear ownership, accountability, and process controls. Actionable roadmap for process and technology transformation. Enhanced operational visibility through KPIs and reporting. Note: This role focuses on process transformation, workflow design, governance, and business requirements, while the Warranty & RMA SME provides domain expertise for warranty operations, RMA policies, failure analysis, and industry best practices.