RMA & Service Center Excellence Manager

Digits Trading Corporation; Quezon City; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Digits Trading Corporation is seeking an After-Sales Service Manager to lead post-sales support, focusing on RMA and service-center operations. The role requires strategic leadership, process optimization, and strong experience in high-volume service networks.

You will oversee RMA workflows, coordinate with warehouses, and drive improvements in repair velocity, cost-to-serve, and customer satisfaction. A solid engineering/operations background and 5+ years of managerial experience are preferred.

Qualifications

• Bachelor’s degree in Engineering (Electronics, Electrical, Mechanical, Industrial, Mechatronics) or Operations/Technology Management.
• Master’s degree is an advantage.
• 10 years of experience in after-sales service, RMA, or service center operations.
• Minimum 5 years in a managerial role.
• Proven experience in high-volume RMA, warranty management, and service partner networks.

Responsibilities

• Strategic Leadership: Develop and execute after-sales strategies aligned with business and customer experience goals; Manage budgets, resources, and service teams across RMA and Service Centers; Define, monitor, and report KPIs (repair TAT, first-time fix rate, cost-to-serve, CSAT/NPS); Drive continuous improvement, tech upgrades, and cost optimization.
• RMA Management: Establish and manage an efficient end-to-end RMA process (repair, replacement, refund); Coordinate with Warehouse and Logistics for timely inspection and disposition of returns; Reduce fraudulent returns and manage reverse logistics to suppliers or repair facilities; Analyze RMA trends and provide feedback to Product, Quality, and Manufacturing teams.
• Service Center Operations: Oversee in-house and authorized third-party Service Centers; Develop initiatives to make Service Centers revenue-generating; Ensure technician training, certification, and compliance with service standards; Manage spare parts inventory and implement quality control measures; Ensure asset control, physical security, and proper equipment management.
• Customer Experience & Compliance: Act as final escalation point for complex after-sales issues; Ensure compliance with warranty policies, consumer protection laws, and company standards; Implement customer feedback mechanisms and promote a customer-centric service culture.

Skills

Leadership

People management

Process optimization

RMA management

Education

Bachelor's degree in Engineering or Operations/Technology Management

Master's degree preferred

Tools

ERP systems

CRM systems

SAP

Oracle

Salesforce

ServiceNow

Job description

Digits Trading Corporation is seeking an After-Sales Service Manager to lead post-sales support, focusing on RMA and service-center operations. The role requires strategic leadership, process optimization, and strong experience in high-volume service networks.

You will oversee RMA workflows, coordinate with warehouses, and drive improvements in repair velocity, cost-to-serve, and customer satisfaction. A solid engineering/operations background and 5+ years of managerial experience are preferred.