Repair Manager

Verifone•Clearwater, FL

15h

About The Position

The Repair Manager plays a critical, high-impact role at the center of our reverse logistics and repair operations. This is an exciting opportunity for a strategic, hands-on leader who thrives at the intersection of vendor management, customer experience, quality, and operational excellence. You will own the performance and success of our repair partners while driving continuous improvement, cost optimization, and service reliability for our clients. In this role, you’ll serve as the primary driver of vendor performance—leading operational reviews, monitoring KPIs and SLAs, evaluating capacity and ensuring Priority Exchange programs are consistently stocked and executed. You’ll collaborate closely with cross-functional teams including Operations, Quality, Supply Chain, IT, Finance, and Customer Success to align priorities, resolve issues, and deliver a seamless end-to-end repair experience. As a trusted partner to both internal stakeholders and external clients, you’ll attend client repair reviews/QBRs, help shape customer expectations, and lead remediation plans when quality or performance gaps arise. You’ll also champion data-driven decision-making by sharing repair performance reporting, auditing vendor invoices, and reviewing pricing and costing for special projects and refurbishment initiatives. This role is ideal for a leader who enjoys building strong vendor relationships, managing customer-facing teams, and driving meaningful change. You’ll have the opportunity to implement cost-saving initiatives, introduce new processes, and continuously raise the bar for quality, efficiency, and customer satisfaction—making a visible and lasting impact on the business.

Requirements

Minimum of 2 years of experience working in operations leadership, vendor management or repair management.
Minimum of 2 years of experience as a people manager.
Excellent verbal and written communication skills.
Able to work effectively both independently and as part of a team.
Detail-oriented, organized, and efficient in your work approach.
Strong proficiency in Microsoft Excel.
Speak and write English fluently.
Positive, solution-oriented mindset.

Nice To Haves

Experience with Tableau, Salesforce and SAP Business Objects preferred, but not required.

Responsibilities

Handle daily escalation points between Verifone and repair vendors in US and Canada.
Schedule and drive operational meetings with vendors as well as client-repair reviewing meetings to monitor performance and provide guidance as needed.
Evaluate vendor capacity and velocity for current and future business needs.
Monitor vendor’s repair and return KPI metrics, Priority Exchange SLA performance, and Priority Exchange minimum stock program.
Work with quality group on evaluating AFR for all clients.
Implement and drive cost saving initiatives and approve costing for all pricing quotes within scope of business (special projects, refurbish initiatives, etc).
Monitor and manage project performance with repair vendor developing requirements and expectations.
Develop, manage and distribute repair related reporting as needed.
Coordinating work of various functional groups such as Operations, IT, Quality, Supply Chain, Planning/Scheduling, and Finance.
Understand and drive customer expectations for priorities.
Identify areas of non-conformance and drive remedy plans with vendor.
Ensure quality standards are consistently met with the support of the quality team leading the charge.
Provide input of ideas for continual process improvements as well as implementation of new processes.
Audit vendor(s) invoices for the reverse logistics.
Manage customer facing team of repair analyst agents responsible for intaking customer questions, concerns and escalations regarding all repair and reverse logistics activities.