Reverse Logistics and Repair Operations Manager

Who We Are

At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.

We've started with two award-winning products, the Framework Laptop 13 and 16. Our laptops are thin, light, high-performance notebooks that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we've launched the Framework Marketplace to enable an ecosystem of parts and modules. We've seen a fantastic reception to both of our laptops from customers and reviewers from outlets like Linus Tech Tips, Ars Technica, and multiple Wirecutter reviews (including a recommendation among the best Windows Ultrabooks of 2024), along with making TIME's Best Inventions lists in 2021 and 2023. As a company, we were #35 on Fast Company's Most Innovative Companies of 2022.

We come from successful consumer electronics startups including the founding team of Oculus, and have closed multiple rounds of funding to fuel our roadmap. Even better (and maybe unusually for an early stage startup), we're in a financially healthy position going forward off of our product revenue. We care deeply about building a diverse and inclusive team, and we hope you do too!

We are looking for a Reverse Logistics & Repair Operations Manager, you'll oversee product returns, develop reverse logistics policies, and manage operations partners and repair centers. You'll need strong analytical skills and knowledge of reverse logistics in a consumer hardware company. If you have the motivation and drive to and implement operational and systematic procedures within this area of the business, you’ll love working with us.

This role is a full-time position based anywhere in the US.

• Own and manage the relationships with Framework’s returns/repair partners in the US, Europe, Australia, and Taiwan
• Act as the escalation point for BPO Customer Support Representatives specializing in RMA 
• Build training materials and coach BPO Customer Support Representatives on new flows and processes
• Maintain and improve upon feedback loops to report product issues and help determine root causes with the engineering and operations teams
• Work closely with our repair center on RMAs, debugging, and providing guidance on refurbishing products & inventory management
• Provide backup as needed for non-technical areas of support like ordering and shipping issues, return processing, and general customer questions

• 4+ years of experience in managing 3rd party repair centers
• Ability to create and implement scalable process flows and SOPs with a focus on quality control and continuous improvement
• Previous experience managing support agents, whether in-house or outsourced
• An understanding of current technical support processes and best practices
• An incredible amount of patience and empathy for customers
• Familiarity with the internal modules and components of PCs and how to diagnose issues with them remotely
• A strong desire to learn more about new technology areas
• Excellent communication and problem-solving skills

• A passion for environmentalism, repair, and/or DIY
• Experience adding automation to customer service flows
• Enthusiasm for building and tinkering with PCs
• Familiarity with Kustomer and Oracle Netsuite
• Knowledge of additional languages beyond English, and familiarity with working with a multi-lingual international customer base
• Experience working in a startup environment

• Competitive salary, equity, and health benefits
• Paid company holidays plus 20 PTO days per year
• Paid Parental Leave
• Flexible work hours and locations, including every other Friday off!
• 401K with matching for US employees
• The chance to work at a startup that is making a positive social and environmental impact.

Equal Opportunity

We commit ourselves to the principles of equal employment and a diverse work environment. With inclusion being one of our core values at Framework, we do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. We will consider qualified applicants regardless of criminal histories pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Ordinance.

We are also committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require an accommodation to participate in the application or interview process, please let us know by reaching out to accommodations@frame.work.