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Reverse Logistics & Repair Services Manager

Poynt, Palo Alto, CA, US

Hardware, Software, and Apps for a connected merchant experience


About Poynt
Poynt was founded on the belief that all merchants should have access to innovative technology without compromising on security or user experience. We set out to fix broken commerce infrastructure by bringing developers, distributors and merchants together on an open platform running on top of a smart, all-in-one device.  The company has raised over $28 million in venture funding from prominent firms like Google Ventures.

Poynt is building the payment terminal and commerce platform of the future. Some of the largest merchants, developers, banks, and resellers in the world are key partners on this platform, and we aim to provide an incredible level of insight and control to each of these parties over their highly unique use cases and concerns.

Our real-time data pipeline ingests, normalizes, and aggregates billions of events from our apps and Smart Terminal, and deliver instant insights and trigger alerts on web/mobile apps for each of our customer types. We constantly tread the line between performance and scalability, using many different backend tools and optimizations to produce the most useful yet fastest interfaces and alert

About Us
With our founder and CEO Osama Bedier — former head of Google Wallet and long-time PayPal senior executive — we strive to create tools that will help merchants thrive in today’s evolving and connected commerce world.
Though we are quickly growing, one thing remains constant: we are a family. We approach challenges and opportunities head on, all the while growing and evolving as individuals and a company. Our culture has allowed us to recruit the best talent from prominent tech companies like Google, PayPal, Visa, Square and others.

Position
Reverse Logistics & Repair Services Manager

We are currently seeking an individual with strong Reverse Logistics skills. The successful candidate will be based in our Palo Alto office and will reside within the Supply Chain team and have an active engagement with the Hardware Engineering, Sales, and Customer Service teams. In this role, candidate will have direct P&L accountability for the global reverse logistics and post-sales support operations within Poynt, consisting of internal and external stakeholders, customers, vendors, 3rd Party Service Providers, management of service parts planning and distribution, directing repair, returns or exchanges, service partner relationship management, contract management, asset recovery/remarketing/reuse, product failure data management, fraud identification, technical support engineering, and provide lessons learned into the product development roadmap.

Responsibilities and Duties

  • Develop a strong understanding of the Reverse Supply Chain landscape in order to gauge emerging competitive service options and lead RFQ for potential reverse logistics vendors
  • Maintain an acute awareness of the competitive landscape to gauge, expand or improve reverse logistics options that the organization can leverage to maximum customer experience and profitability
  • Create vision and lead the implementation of systems to support global reverse logistics solution, including warranty database, screening results, repair results and inventory levels of product
  • Lead, guide, direct, and evaluate global reverse logistics operational execution, profitability and warranty reserve of existing and new product portfolio, driving KPI performance
  • Develop business relationships between Poynt OEM vendors, suppliers and 3rd party repair vendors.  Negotiate contracts and pricing.
  • Bridge the gap between Poynt engineering and 3rd party repair vendors on product changes, ECO implementation, rework & material disposition, manufacturing assembly & test process changes
  • Receive, process, track, and report customer returns while establishing automated global reverse logistics solution.
  • Track and management the movement and status of inventory between various Poynt, customer, and vendor sites
  • Institute customer-facing order tracking application.   
  • Establish, maintain, and report relevant KPI metrics.
  • Reverse logistics contract oversight both internally and externally, including KPI reviews of support operational metrics, rBoM cost review and sales forecasts
  • Create a value add product refurbishment and recovery strategy including refurbishment programs through differentiated service levels to customers (warranty contracts). Monetize Poynt’s asset recovery & customer service up-sell program.
  • Responsible for annual warranty reserve and support budget, accountable for the financial and operational performance of 3rd Party Service Providers (3PSP) and reverse logistics costs globally as well as understanding and managing the impacts of rBoM costs and sales forecasts.

Key Qualifications

  • 10+ years of working experience in reverse logistics and/or relevant supply chain experience
  • 4 years of project management experience
  • Experience in launching and managing decentralized repair centers and managing site operations
  • Broad understanding of electronics, technology and payments industries
  • Strong leadership and communication skills
  • Flexibility and confidence working in a quickly changing environment
  • Proven ability to work independently under high pressure in dynamic environments
  • Strong interpersonal skills and ability to successfully work with cross-functional teams, customers, and external vendors
  • Ability to travel to the worldwide manufacturing and repair sites to work face-to-face with the local teams at key points in the product development cycle

Education

  • BA/BS degree preferred, equivalent practical experience considered
Palo Alto, California

About Poynt

Our company was founded on the belief that all merchants should have access to innovative technology without compromising on security or user experience. Our mission is to fix a broken commerce infrastructure by bringing developers, distributors and merchants together on an open platform.

We were launched in 2013 by Osama Bedier, former head of Google Wallet. We are backed by Matrix Partners, Oak HC/FT Partners, Stanford-StartX Fund, Webb Investment Network, Nyca Partners, Google Ventures, and other individual investors.

Though we are quickly growing, one thing remains constant: we are a family. We approach challenges and opportunities head on, all the while growing and evolving as individuals and a company. Our culture has allowed us to recruit the best talent from payments, VC and tech - many of our colleagues have worked at some of the Valley’s most iconic companies.

Want to learn more about Poynt? Visit Poynt's website.