Head of Reverse Logistics

About Brava:

We’re a technology and consumer hardware company focused on elevating in-home cooking and eating experiences – we are making home your favorite place to eat! Our cross-functional, passionate and experienced team of engineers, scientists, chefs and creatives has shipped products like the August Lock, Pebble Smartwatch and iPhone, and led multiple companies to high-profile exits. Are you a foodie looking to work with an amazing team that will challenge, support and inspire you? Let’s talk!

 

The Role:

We are looking for an inspiring and world-class leader to head Reverse Logistics for Brava.  The position is responsible for delivering great experiences for, and maximizing the satisfaction of, Brava’s customers who need device repair and customers purchasing refurbished devices.  This position is based in Redwood City, California and reports directly to Brava’s Chief Operating Officer.

 

Things You’ll Own/Do:

  • Collaborate with Brava’s Customer Care and Engineering Technician teams to optimize the customer experience in the event any product service is required; continuously compare hardware issues found with Customer Care’s diagnoses to minimize number of “no trouble found” returns

  • Work with Brava’s Engineering and Customer Care teams, leveraging on-device diagnostics and web tools to minimize device returns and improve customer experience based on analytical data

  • Ensure exceptional day-to-day operation of Brava’s Engineering Technician teams through effective use of training, quality assurance, knowledge management systems, and scheduling  

  • Lead the investigation and implementation of methods to reduce the cost of returns and repairs, including partnering with cross-functional teams to investigate the feasibility of, and potential channels for, the sale of refurbished units

  • In collaboration with Brava’s head of procurement, lead the selection and launch of an outsourced provider of reverse logistics and device repair services to complement Brava’s internal team

  • Ensure the highest targets for Net Promoter Score (NPS) and team productivity are met by Reverse Logistics

  • Drive reverse logistics strategy for Brava, including assessing the potential role of in-field technician support; work closely with Brava’s Chief Operating Officer and other business leaders to integrate into broader company plans

  • Investigate the potential of a unit refurbishment

  • In collaboration with Product and Engineering, drive a design- for-repairability mindset for future product releases

  • Effectively leverage internal and outsourced resources to manage workload and customer demand

  • Work closely with functional leaders and teams to collaborate on company-wide customer experience initiatives

  • Communicate with other internal teams (e.g., Product, User Experience, Marketing, Legal) to understand customer needs and to ensure that exceptional service is provided

  • Be an expert on Brava’s products, from how they work to how customers use them and everything in between

 

Our Ideal Candidate Has:

  • 7+ years of management experience in consumer hardware device repair and refurbishment

  • Technical expertise to understand mechanical and electrical engineering designs in detail and develop standardized and optimized device diagnostic and repair procedures

  • Experience leading large outsourced reverse logistics teams

  • Direct experience in managing near-shore reverse logistics operations is a strong plus

  • Experience in developing channels for selling refurbished gear with the goals of acquiring new customers, minimizing new device cannibalization, and maximizing financial returns is a strong plus

  • Strong focus on results

  • Strategic thinking

  • Flexibility and adaptability

  • Effective leadership within and across teams.  Seen as company leader; understands the goals and priorities of other teams and is able to effectively work with all members of other teams

  • Player/coach mindset; ability and desire to both manage and “roll up your sleeves” as we ramp Brava’s business

 

Bonus Points For:

  • Experience managing large budgets

  • Diverse background that may include experience with marketing, product management or project management

 

Why You Should Work Here:

  • You’ll be compensated with competitive salary, equity and benefits

  • We’ll trust you to do things right

  • Your feedback and opinions are valued and heard

  • We’re at an early stage and provide significant career growth opportunity

  • You’ll be creating something that people love and use on a daily basis!