Repair Manager

Why VerifoneFor more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide. Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success. What's Exciting About the Role The Repair Manager plays a critical, high-impact role at the center of our reverse logistics and repair operations. This is an exciting opportunity for a strategic, hands-on leader who thrives at the intersection of vendor management, customer experience, quality, and operational excellence. You will own the performance and success of our repair partners while driving continuous improvement, cost optimization, and service reliability for our clients. In this role, you’ll serve as the primary driver of vendor performance—leading operational reviews, monitoring KPIs and SLAs, evaluating capacity and ensuring Priority Exchange programs are consistently stocked and executed. You’ll collaborate closely with cross-functional teams including Operations, Quality, Supply Chain, IT, Finance, and Customer Success to align priorities, resolve issues, and deliver a seamless end-to-end repair experience. As a trusted partner to both internal stakeholders and external clients, you’ll attend client repair reviews/QBRs, help shape customer expectations, and lead remediation plans when quality or performance gaps arise. You’ll also champion data-driven decision-making by sharing repair performance reporting, auditing vendor invoices, and reviewing pricing and costing for special projects and refurbishment initiatives. This role is ideal for a leader who enjoys building strong vendor relationships, managing customer-facing teams, and driving meaningful change. You’ll have the opportunity to implement cost-saving initiatives, introduce new processes, and continuously raise the bar for quality, efficiency, and customer satisfaction—making a visible and lasting impact on the business. Essential Duties and Responsibilities Handle daily escalation points between Verifone and repair vendors in US and Canada. Schedule and drive operational meetings with vendors as well as client-repair reviewing meetings to monitor performance and provide guidance as needed. Evaluate vendor capacity and velocity for current and future business needs. Monitor vendor’s repair and return KPI metrics, Priority Exchange SLA performance, and Priority Exchange minimum stock program. Work with quality group on evaluating AFR for all clients. Implement and drive cost saving initiatives and approve costing for all pricing quotes within scope of business (special projects, refurbish initiatives, etc). Monitor and manage project performance with repair vendor developing requirements and expectations. Develop, manage and distribute repair related reporting as needed. Coordinating work of various functional groups such as Operations, IT, Quality, Supply Chain, Planning/Scheduling, and Finance. Understand and drive customer expectations for priorities. Identify areas of non-conformance and drive remedy plans with vendor. Ensure quality standards are consistently met with the support of the quality team leading the charge. Provide input of ideas for continual process improvements as well as implementation of new processes. Audit vendor(s) invoices for the reverse logistics. Manage customer facing team of repair analyst agents responsible for intaking customer questions, concerns and escalations regarding all repair and reverse logistics activities. Qualifications Minimum of 2 years of experience working in operations leadership, vendor management or repair management. Minimum of 2 years of experience as a people manager. Excellent verbal and written communication skills. Able to work effectively both independently and as part of a team. Detail-oriented, organized, and efficient in your work approach. Strong proficiency in Microsoft Excel. Experience with Tableau, Salesforce and SAP Business Objects preferred, but not required. Speak and write English fluently. Positive, solution-oriented mindset. Our Commitment Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.