C Technical Program Manager

stakeholder management microsoft visio Power BI lean six sigma lucidchart jira gap analysis raci

• 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., 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

• 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

The pay range that the employer in good faith reasonably expects to pay for this position is $41.61/hour - $65.01/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.