Customer Experience Manager, RMA Service

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

Job summary

Supermicro is seeking a Customer Experience Manager, RMA Service to lead the strategic direction of the RMA operations and ensure seamless warranty service fulfillment with exceptional customer experience.

You will collaborate with cross-functional teams to prioritize customer needs, optimize processes, and uphold high standards of quality and responsiveness while overseeing daily operations and continuous improvements aligned with company goals.

Qualifications

• 7 to 10+ years in RMA operations and customer service.
• Knowledge of global logistics and supply chain management is a plus.
• Proficiency in CRM, ERP, and MS Office; understanding of PLM and BOM is a plus.
• Strong analytical skills with KPI tracking and data visualizations.
• Excellent communication and presentation skills.
• Bachelor's degree in Business Administration; CCXP a plus.

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 of customer service handling and resolving 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 flag 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.

Skills

Customer experience leadership

RMA operations

Data analytics

CRM

Team management

Education

Bachelor's degree in Business Administration

Tools

CRM

ERP

MS Office

PLM

BOM

Job description

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 of customer service handling and resolving 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 flag 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 on 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.