Job Description

Director Global Reverse Logistics 

About GoPro

GoPro makes it easy for people to celebrate and share experiences. We believe life is more meaningful when shared. We build cameras, software, and accessories that help the world share itself in immersive and exciting ways.

GoPro is a global movement whose business is driven by shared experiences. We celebrate diversity. We practice inclusion. We foster belonging. We demand equality. And we share the experiences of individuals and communities who also hold these values as core to who they are. From Sao Paolo to Munich, Silicon Valley to Shenzhen, we are dedicated to building a company that reflects and honors the diverse global communities where we live, work, and play.

Position

GoPro is seeking a top-tier candidate for its Director, Global Reverse Logistics position.  The role offers strategic and operational leadership for the company’s global customer returns, warranty replacement, testing, repair, and supply generation for our $20M aftermarket sales program.  Reporting to the Senior Director of Global Logistics & Trade Compliance, the candidate will upgrade and replace outsourced regional service providers, leverage cost and analytics data to identify opportunities to improve efficiency and reduce costs, and partner with internal manufacturing and engineering to regionalize cosmetic camera repair.

Central to the role will be upgrading our outsourced service providers to bring more sophisticated testing and repair capability to our program.  Constant collaboration with internal functions, namely Operations, Engineering, Finance as well as external partners will be critical to success in this role.

What You Will Do

• Steer in setting the strategic direction for GoPro’s return, replacement and repair process & infrastructure, including:
  • Identify & recommend outsourced strategic partners for all aspects of reverse logistics, including returns processing, testing, and repair
  • Install and operate global repair and returns centers to provide our customers a responsive and seamless warranty replacement and returns experience
  • Optimize for cost & service regional refurbishment, repair, and repack operations
• Establish de-kitting, cosmetic grading, functional testing, warranty replacement kitting processes and specs for new products at introduction
• Responsible for managing the RL department’s budget and the service components of Company’s warranty expense
• Manage negotiations with strategic service providers, including MSAs, SOWs, service level agreements, and operational requirements
• Implement scorecards for outsourced service providers to measure manage service level results.
• Deliver root cause and corrective actions and hold meaningful QBR’s.
• Manage the global warranty claims fulfillment, returns processing, screening, re-certification and disposition for all products. Continually optimize the program to reduce warranty claim cycles and cost through strategic supplier negotiation, Kaizen events, logistics design, and order management automation enhancements.
• Head-up GoPro’s b-market program that generates of over $15M in annual sales of excess and EOL products to the secondary market. Work with sales, sales operations, and finance to establish and achieve revenue targets.
• Manage the field quality feedback program and participate as a stakeholder of the Early Field Failure Analysis Team with a goal of improving product reliability and repairability. Present results to the executive team and distribute a dashboard detailing the performance of our products in the field.
• Responsible for managing warranty entitlement claims with our contract-manufacturing partners
• Identify, develop and implement continuous improvement and automation projects for testing a repair
• Manage the global B2B returns process. In partnership with the Sales team, enforce and enhance our returns contracts with our retail and distribution partners with a goal of reducing return rates

Skills We’re Stoked About

• 6-10 years’ experience in logistics preferably focused in reverse logistics
• BA/MBA in Logistics/Supply Chain management or equivalent experience
• Excellent communication and problem-solving skills
• Highly effective interpersonal and organizational skills
• Ability to travel approximately 10%-15% of the time (US/international)
• Direct experience managing a global reverse logistics program
• Strategic thinker who develops operational strategies to optimize services for customers and minimize warranty costs
• Working knowledge of pricing structures of reverse logistics service providers
• Ability to articulate findings, concepts and ideas in a concise manner
• Sound team leader who recruits, trains, motivates and develops esprit de corps
• Develops and leverages cross functional internal relationships
• Effective at building and managing relationships with 3^rd party service providers with a goal building transparent symbiotic partnerships that deliver world class services for GoPro and our customers

GoPro is an Equal Opportunity Employer.

How to Apply

Job Types: Full-Time.

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