RMA Customer Experience Manager

Astreya • Santa Clara, CA

1d

About The Position

The RMA Customer Operations Manager manages day-to-day RMA activities and customer communications to ensure timely fulfillment and case resolution. This role works closely with customer account teams and operational partners to support SLA performance and customer satisfaction.

Requirements

• 4–7 years of experience in customer operations, RMA management, service delivery, supply chain, or logistics.
• Experience managing customer-facing operational processes and case workflows.
• Strong analytical, reporting, and communication skills.
• Ability to work cross-functionally in a fast-paced operational environment.
• Bachelor's degree or equivalent experience.

Responsibilities

• Manage assigned RMA cases and monitor fulfillment progress through resolution.
• Provide regular status updates to customer account teams and participate in customer meetings.
• Track open backlog, shortages, and shipment status to support SLA compliance.
• Coordinate with Supply Chain, Manufacturing, Logistics, and Quality teams to resolve operational issues.
• Generate operational reports and analyze performance metrics.
• Support backlog prioritization and inventory allocation activities.
• Identify process improvement opportunities and support implementation efforts.
• Escalate high-risk customer issues to senior leadership as needed.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree