Customer Experience Manager, RMA Service

Support Revolution; San Jose (CA); On-site; USD 100,000 - 135,000; Full time

Benefits offered by this job

Benefits package

Bonus potential

Equity opportunity

Job summary

Supermicro is seeking a Customer Experience Manager, RMA Service in San Jose, CA to lead the RMA operations and customer experience efforts. The role requires partnering with cross-functional teams to optimize service processes, uphold quality, and drive continuous improvement in warranty fulfillments.

Responsibilities include managing the customer service team, driving SLA adherence, and delivering timely case resolutions while maintaining strong customer relationships and performance metrics.

Qualifications

• 7–10+ years in RMA operations and customer service.
• Knowledge of global logistics and supply chain management is a plus.
• Proficient in CRM, ERP and MS Office; PLM/BOM knowledge a plus.
• Strong data visualization and KPI tracking for executive decisions.
• Excellent communication and problem-solving skills.

Responsibilities

• Develop strategies to optimize customer experience and satisfaction.
• Lead and motivate the customer service team to high standards.
• Coordinate training to staff for excellent service.
• Collaborate with other departments to ensure consistent handling.
• Oversee RMA cases, ensure replacement parts and backlogs cleared per SLAs.
• Monitor data to identify red flags and take proactive actions.
• Generate performance metrics and identify bottlenecks.
• Coordinate with warehouse, production, and repair factories on supply allocations.
• Serve as liaison between customers, account teams, QA, manufacturing, and logistics.
• Provide accurate case status reports and lead customer meetings.

Skills

RMA operations

Customer service

Global logistics

CRM

ERP

MS Office

Data analytics

KPIs

Communication

Problem solving

Education

B.S. Business Administration or Management

CCXP certification (preferred)

Tools

CRM

ERP

MS Office

PLM

BOM

Job description

Customer Experience Manager, RMA Service

Location: San Jose, California, United States

About Supermicro

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary

Supermicro is seeking a Customer Experience Manager, RMA Service to lead and drive the strategic direction of the RMA operations, ensuring seamless execution of warranty service fulfillments and exceptional customer experience. This role requires close collaboration with cross‑functional teams to prioritize customer needs, optimize service processes, and uphold the highest standards of quality and responsiveness. The incumbent will be responsible for overseeing daily operations, implementing continuous improvements, and aligning departmental goals with broader organizational objectives.

Essential Duties and Responsibilities

• Develop and implement strategies that optimize customer experience and satisfaction.
• Lead and motivate the customer service team to deliver a high standard of customer service.
• Arrange/coordinate training to customer service staff to deliver excellent customer service.
• Collaborate with other departments to ensure consistency in customer service handling and resolve customer complaints or issues in a timely and satisfactory manner.
• Case Management & Resolution: Oversee RMA cases, ensure prompt replacement part fulfillment, and clear open backlogs within strict service level agreements (SLAs).
• Perform data monitoring and analytics to identify red flags and put action in place for proactive control or de‑escalation.
• Metrics & Process Optimization: Generate performance metrics and analyze data to identify operational bottlenecks and process improvement opportunities.
• Supply Allocation: Work closely with warehouse, production, and repair factories to map out supply allocations when supply constraints arise.
• Cross‑Functional Collaboration: Serve as the liaison between the customer, account teams, quality assurance, manufacturing, and global service, and global logistics.
• Customer Reporting: Provide accurate, up‑to‑date case status reports and lead customer meetings to maintain strong relationships.

Qualifications

• Experience: Typically 7 to 10+ years in RMA operations and customer service. Knowledge of global logistics and supply chain management a plus.
• Technical Knowledge: Proficiency in networking, compute products, or relevant tech hardware, depending on the industry.
• Application skill: CRM, ERP, and MS Office. Understanding of PLM and BOM a plus.
• Analytical Skills: Strong ability to track KPIs and provide clear data visualizations and graphs to support upper management decision‑making.
• Communication: Exceptional presentation skills and the ability to convey complex issues clearly to stakeholders.
• Problem‑Solving: Decisive nature to prioritize fulfillment and repair amidst varying capacities and shifting service agreements.
• Education: B.S. Business Administration or Management. Certified Customer Experience Professional (CCXP) a plus.

Salary Range

$100,000 - $135,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.