Sr. RMA Customer Experience Manager

Astreya • Santa Clara, CA

2d

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 customer meetings, provide accurate and up-to-date information on case status, track 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 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
• Education Level: Associate degree