Technical Program Manager

Possible 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.