Sr. RMA Customer Experience Manager

Astreya • Santa Clara, CA

2d • $98,040 - $154,800

About The Position

The Senior RMA Customer Operations Manager leads customer-facing RMA operations for strategic enterprise accounts. This role owns fulfillment prioritization, customer escalations, supply allocation decisions, and operational performance to ensure SLA compliance and positive customer outcomes.

Requirements

• 8-10+ years of experience in RMA operations, customer operations, service delivery, supply chain, or logistics.
• Experience managing customer escalations and enterprise customer relationships.
• Strong knowledge of inventory management, fulfillment operations, and SLA-based environments.
• Excellent analytical, communication, and stakeholder management skills.
• Bachelor's degree or equivalent experience.

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.
• Serve as Lead: Trainer and support for other case managers on program, process, customer interface and working internally as new programs develop for NPI and implemented into our global customer service team.

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: Senior