This position will be responsible for negotiating and managing the business relationships with U.S. Cellular third-party logistics providers and service/repair partners (including the device vendor service/repair organizations). This role will require performance management, process improvement, issue resolution, change management and effective communication to ensure that the logistics operations improves customer satisfaction and drive standards of excellence. The manager of Reverse Logistics is responsible for ensuring that the vendors provide contracted commitments, measures performance against operational service level agreements and coordinates vendor deliverables to meet current and future operational requirements and projects needs.
 

Responsibilities

• Responsible for the strategic and operational planning of U.S. Cellular® logistics operations.
• Identify logistics services and new vendor opportunities for U.S. Cellular®.
• Evaluate these opportunities and recommend solutions and new partnership opportunities.
• Enhance the vendor relationship operational model by becoming the SPOC (single point of contact) for reverse logistics outsourced vendors.
• Negotiate agreements with third-party logistics providers and service and repair partners to improve customer satisfaction and drive standards of excellence. Coordinate involvement of legal and accounting for review and approval.
• Ensure that partners understand and accept U.S. Cellular® guidelines and requirements for all logistics operations, including service and repair.
• Manage on-going partner relationships.
• Root cause analysis and problem resolution for all logistics operations.
• Serve as liaison with all internal and external partners for daily operational activities.
• Creation and leadership of cross-functional teams to improve and manage operational efficiencies.
• Track, analyze and communicate key performance metrics.
• Responsible for all logistics operations and support across all distribution channels.
• Drives the design, development, implementation and management of logistics solutions for U.S. Cellular®. This includes scope definition, requirements development, procedure/process
  definition, communication and training that will remove associate distractions and drive superior customer satisfaction.
• Serve as liaison to U.S. Cellular® I.S. and TDS I.T. teams to develop systems solutions (requirements, user testing, etc.) to support logistics programs, including Direct Fulfillment.
• Develops financial modeling and business cases to improve logistics programs and presents proposals for review and approval.
• Partners with key cross-functional partners to solicit customer and associate feedback to identify program improvement opportunities for implementation.
• Ascertain industry/logistics best practices to identify new and/or unique programs to differentiate U.S. Cellular® from the marketplace and drive customer satisfaction.
• Provide oversight and direction to external vendors providing services to support logistics operations.
• Financial and budgetary responsibility for all service and repair programs
• Analyze financial and operational results and take appropriate actions to ensure operational excellence.
• Develop and execute key financial and business targets/metrics.
• Responsible for internal communications and presentations related to key performance metrics, program updates and on-going program information.
• Accurately assess strengths and development needs of others; coach your team and provide timely, specific feedback and helpful coaching; provide challenging assignments and opportunities for development. Seeks commitment to taking action or making behavioral changes.

The statements herein are intended to describe the general nature and level of work being performed by associates and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of associates so classified. Additional responsibilities may be assigned as needed.

Qualifications

• Minimum of 5 years of supply chain, logistics, operations and/or wireless experience
• Strong communication (written/oral) and interpersonal skills required
• Demonstrated leadership qualities and ability to lead diverse cross-functional teams, including external vendors
• Demonstrated ability to effectively evaluate and negotiate strategic business relationships
• Ability to successfully lead across organizational boundaries, including strong relationship skills
• Experience negotiating partnerships and structuring agreements in required
• Proven track record of problem solving and negotiation skills
• Financial modeling, budget development and budget tracking experience required
• Business Requirements development and documentation experience preferred
• Proficient knowledge in the use and application of MS Office tools (Visio, Excel, PowerPoint, Word)
• Ability to travel
• Bachelors degree in Business, Supply Chain, Operations and/or related field required, MBA strongly preferred
• APICS-CPIM or equivalent certification preferred
• Six Sigma certification desired
• Proven project management experience required