Technical Program Manager – Business Process Transformation

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We are hiring for an experienced Technical Program Manager – Business Process Transformation to support an automotive Tier 1 client in Palo Alto, CA (Onsite) .

The ideal candidate will have strong expertise in business process transformation, workflow optimization, governance, and operating model design, with experience in automotive, manufacturing, warranty, service operations, or supply chain environments.

Position Details

Role: Technical Program Manager – Business Process Transformation

Location: Palo Alto, CA (Onsite)

Start Date: Immediate availability

Background Check: Mandatory

Job Description

We are seeking an experienced Technical Program Manager to lead the assessment, optimization, and future-state design of business processes supporting Warranty Operations, Return Material Authorization (RMA), Product Support, and Reverse Logistics within an automotive Tier 1 environment.

The consultant will collaborate with Engineering, Quality, Logistics, Supply Chain, Finance, and Warranty Subject Matter Experts (SMEs) to evaluate existing workflows, identify process gaps, and develop scalable operating models that improve operational efficiency, governance, accountability, and customer satisfaction.

Key Responsibilities

1. Business Process Assessment & Analysis

• Conduct stakeholder interviews and process discovery workshops.
• Document current-state workflows, roles, responsibilities, and decision points.
• Evaluate warranty, RMA, product support, escalation, and reverse logistics processes.
• Identify bottlenecks, process gaps, risks, and improvement opportunities.

2. Future-State Process Design

• Facilitate workshops to define optimized future-state business processes.
• Develop end-to-end process maps, swimlane diagrams, and standard operating procedures (SOPs).
• Define process ownership, approval workflows, and cross-functional handoffs.
• Standardize workflows for warranty returns, investigations, and customer communications.

3. Governance & Process Controls

• Develop governance frameworks, RACI matrices, and escalation models.
• Establish business rules, process controls, and operational procedures.
• Define roles, responsibilities, and accountability across business functions.

4. Business Requirements & Technology Enablement

• Gather and document business and functional requirements.
• Support the evaluation of workflow, case management, ERP, and reporting solutions.
• Collaborate with technical architects and SMEs to align business processes with future-state technology capabilities.

5. Performance Management & Continuous Improvement

• Define process KPIs, metrics, and reporting requirements.
• Support the development of dashboards and management reporting.
• Identify opportunities for automation, Lean process improvement, and operational efficiency.

Key Deliverables

• Current-State Assessment Report
• Gap Analysis and Process Maturity Assessment
• Future-State Process Maps and Swimlane Diagrams
• Governance Framework and RACI Matrix
• Standard Operating Procedures (SOPs) and Process Control Framework
• Business Requirements Document (BRD)
• KPI Framework and Reporting Requirements
• Process and Technology Transformation Roadmap

Required Qualifications

• 7+ years of experience in business process transformation, process improvement, or operational excellence.
• Experience in automotive Tier 1/OEM, manufacturing, warranty, service operations, or supply chain environments.
• Preferably, experience supporting hardware and software development processes within an automotive Tier 1 supplier.
• Educational background in Electrical & Electronics (E&E) or Electronics & Communication (E&C) Engineering.
• Strong expertise in Business Process Management (BPM), Lean Six Sigma, and Value Stream Mapping.
• Proficiency in process modeling tools such as Microsoft Visio, Signavio, ARIS, or Lucidchart.
• Familiarity with SAP, Oracle, ServiceNow, Jira, Power BI, or similar enterprise platforms.
• Excellent stakeholder management, workshop facilitation, analytical, documentation, and executive communication skills.
• Demonstrated ability to lead cross-functional process improvement and transformation initiatives.

Success Criteria

• Improved process efficiency, governance, and operational visibility.
• Clearly defined future-state workflows, ownership, and accountability.
• Standardized processes supported by effective controls and KPIs.
• A practical roadmap for business process and technology transformation.