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Technical Program Manager (Automotive / Warranty)

Aita Consulting Services,Inc.Palo Alto, CA🇺🇸United StatesPosted Oct 21, 2026

Quick Overview

Seniority
Mid Senior
Work mode
On Site
Location
Palo Alto, CA, United States
Posted
Yesterday
Stakeholder ManagementJira

Job Description

Role Name: Technical Program Manager
Work Location: Palo Alto, CA (Onsite)
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.

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