Senior Manager, Refurbishment and Service

About Fellow

At Fellow, we’re on a mission to help people brew ridiculously good coffee at home. But we’re more than just beautifully designed kettles and grinders—we’re a brand built on innovation, community, and culture. We believe great coffee isn’t just about the final cup; it’s about the experience, the ritual, and the people who make it all happen.

We’re looking for a Senior Manager, Refurbishment and Service  to lead and scale our refurbishment and service operations.

This role is based in our office in San Francisco, CA and is required to be in-office 3 days per week. 

Who You Are

This role is a unique opportunity to build and manage a best-in-class refurbishment and repair program. The ideal candidate is a strategic thinker who can balance operational execution with business acumen to drive growth and profitability. You will work cross-functionally with Quality, Operations, Marketing, Category, and E-Commerce teams to define the right sales channels for refurbished products while ensuring a seamless service experience for our customers.

What You’ll Do

Refurbishment and Service Operations:

• Lead, scale, and optimize Fellow’s refurbishment and service programs to enhance product lifecycle and sustainability.


• Develop and implement efficient testing, repair, and quality assurance processes to ensure all refurbished products meet Fellow’s high standards.


• Manage vendor relationships, including third-party repair partners, to ensure operational excellence and adherence to Fellow’s quality standards 


• Manage service technicians and oversee day-to-day in-house operations to ensure efficiency and high-quality execution.


• Establish KPIs and reporting frameworks to track operational performance, product reliability, and customer satisfaction.
  Partner with Supply Chain and Product teams to identify common failure modes and implement proactive quality improvements.


• Lead, scale, and optimize Fellow’s refurbishment and service programs to enhance product lifecycle and sustainability.


• Develop and implement efficient testing, repair, and quality assurance processes to ensure all refurbished products meet Fellow’s high standards.


• Manage vendor relationships, including third-party refurbishment and repair partners, to ensure operational excellence.


• Establish KPIs and reporting frameworks to track operational performance, product reliability, and customer satisfaction.


• Partner with Supply Chain and Product teams to identify common failure modes and implement proactive quality improvements.
  
  

Customer Experience and Process Improvement:

• Develop and implement a customer-centric approach to service and refurbishment, ensuring a seamless experience.


• Create policies and procedures to enhance efficiency, reduce turnaround times, and improve service levels.


• Gather customer feedback and collaborate with internal teams to improve product quality and customer satisfaction.


• Partner with Customer Experience and Support teams to streamline post-purchase service processes.

Qualifications

• 7+ years of experience in refurbishment, reverse logistics, repair services, or a related field, preferably in consumer electronics, appliances, or hardware products.


• Proven track record of managing and scaling refurbishment or service operations.


• Strong financial acumen with experience owning a P&L and driving business growth.


• Experience developing go-to-market strategies for refurbished or secondary market products.


• Strong project management and cross-functional collaboration skills.


• Ability to analyze data and make strategic recommendations based on insights.


• Passion for high-quality products and sustainability.

Preferred Skills & Experience:

• Experience working in a high-growth or startup environment.


• Knowledge of e-commerce, retail, and direct-to-consumer (DTC) sales channels.


• Familiarity with ERP and service management systems.

Why You’ll Love This Role

• A creative, fast-moving environment where ideas turn into action.


• Competitive compensation including employee equity plan


• Generous paid time off plan


• 401k with company contribution after 6 months of employment


• Medical/dental/vision insurance


• Better Yourself Wellness credit & Better Your Community donation matching


• Monthly Fitness Stipend


• Summer Fridays


• Paid Parental Leave


• Generous discount on Fellow products


• Best coffee anywhere

Salary Range: $125,000 - $150,000

Our highest goal at Fellow is creating a safe, inclusive, and rewarding environment where everyone can bring their whole selves to work and thrive. We are committed to building diverse teams and strongly encourage people from underrepresented groups, including but not limited to women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. 

Fellow is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity, gender expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.