Sr. RMA Customer Operations Manager

Astreya•Santa Clara, CA

1d•$82,109 - $154,800

About The Position

The RMA Customer Experience Manager will work with the key customer account team leads to ensure customers have timely case updates. The position has to decide on fulfilment priority based on Service Level Agreements and track regional buffer stock. The manager needs to work with account leads to track the impact of open RMAs on customer datacenter capacity, so as to make allocation decisions.

Requirements

Relevant experience compute / network product knowledge – Customer Service, Quality Assurance, Business Administration, Engineering interfacing, Supply Chain Management, and Global Logistics.
7-10+ years of relevant experience
Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions.
High proficiency in providing clear and concise graphs, metrics, and data visualizations to support decision-making and performance tracking.
Customer-centric approach with a focus on delivering exceptional service and maintaining positive relationships.
Excellent presentation skills with the ability to convey complex information in a compelling and understandable manner.
Proficiency in presenting data-driven insights to diverse audiences, including Directors, Managers, team members, stakeholders, and customers.
Excellent communication skills, both written and verbal, to facilitate effective collaboration with cross-functional teams and customers.

Nice To Haves

Knowledge of supply chain dynamics, inventory management, and case management applications is advantageous.

Responsibilities

Manage RMA cases and lead all aspects of replacement part fulfillment to clear the open RMA backlog per Service Level Agreements.
Work with account teams to prioritize backlog in case of supply constraints.
Attend customers meeting, provide accurate and up-to-date information on case status, track of customer feedback and develop strategies to improve the overall customer experience.
Generate case management metrics and analyze data to identify process improvement opportunities.
Publish weekly status updates on open RMAs – supply commits, ready for pickup, shortage alerts.
Work closely with quality and manufacturing teams to effectively communicate RMA updates and statuses to customer account teams.
Facilitate seamless information flow between teams to provide exceptional customer support.
Track key customer installations uptime and work with planning team to maintain buffer stock near customer sites to proactively address potential supply shortages.
Collaborate with production and repair factory planners to map out supply allocations for the open RMA backlog.
Optimize resource allocation for timely resolution.

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