RMA Program Manager

Astreya•Santa Clara, CA

37d

About The Position

The RMA Program Manager owns end-to-end RMA lifecycle process discovery, analysis, and future-state design for a strategic enterprise technology client. This individual is responsible for mapping current-state RMA workflows across all case types and customer segments, collaborating with incumbent APAC teams on process knowledge transfer, and developing the future-state RMA operating model that will govern client operations through its next growth phase. The RMA PM is expected to take expert positions on process design, T0/T1/T2/T3 case management structure, entitlement tier handling, and APAC coverage model — backed by Pictor process intelligence and direct discovery evidence.

Requirements

8+ years of experience in RMA lifecycle management, hardware warranty operations, or supply chain service operations.
Deep expertise in enterprise RMA case management: entitlement validation, SLA-based escalation paths, Business Critical account handling, and depot coordination.
Demonstrated ability to map complex, variant-heavy operational workflows and identify process gaps and automation opportunities.
Experience collaborating with APAC-based operations teams on process knowledge transfer and documentation.
Strong background in spares planning, MPS/MRP cycles, buffer stock governance, and FRU lifecycle management.
Ability to produce executive-quality process documentation, SOPs, and strategy deliverables.
Experience working within or alongside SAP-based environments (SD, QM).
Bachelor's degree in Operations, Supply Chain, Business, or a related field; or equivalent professional experience.

Nice To Haves

Experience with process intelligence platforms (e.g., process mining tools) for workflow discovery and variant analysis.
Familiarity with AI-assisted case management and Agent-Assist tooling configuration.
Background in GPU, data center, or enterprise hardware warranty operations specifically.
Experience managing process transition engagements involving APAC teams (HK, TW, SG).
Knowledge of PAK ID entitlement structures, Media Retention services, or Business Critical SLA frameworks in a hardware OEM context.

Responsibilities

Map the current-state RMA lifecycle for the client's external enterprise customer base, documenting all workflow variants: standard RMA, Business Critical S1, Credit Without Return, CND, Failure Analysis, disposition, and failed-swap re-dispatch.
Map the current-state RMA lifecycle for internal customer workflows that differ from the enterprise customer path.
Identify all handoff points between internal client teams and the RMA process: TAM coordination, depot partners, field engineering, and supply chain operations.
Collaborate with the APAC incumbent team on process handoff planning; lead structured working sessions (minimum four hours per week) to transfer current-state process knowledge and document all tacit knowledge not captured in existing SOPs.
Use Pictor process variant intelligence to validate discovered workflows against actual system activity; reconcile discrepancies between documented SOPs and operational reality.
Develop the future-state RMA operating model as part of the RMA Lifecycle Strategy Document; define T0/T1/T2/T3 case management structure, entitlement tier handling, Business Critical escalation path, and APAC coverage model.
Identify and document all RMA automation opportunities for the Automation Opportunity Register; prioritize by case volume, AHT reduction potential, and AI OpsHub deployment readiness.
Validate the spares planning cycle with the client supply chain team; document MPS cadence, MRP triggers, buffer stock governance, and FRU disposition decision trees.
Define case management staffing model inputs for the Staffing Recommendation Report: AHT benchmarks by case type, coverage model recommendation, entitlement tier distribution, and Business Critical account volume.
Post Day 90, transition from process mapping to operational process ownership; lead onboarding for incoming Senior Case Manager and Case Manager waves.

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