Repair Operations Leader: Customer Success & Data‑Driven RMA

Matrix Design Group LLC; Indiana, Northern (PA, KY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

First day benefits

On-site health clinic

401(k) Plan with company match

Educational Reimbursement Program

Scholarship Program

Optional Gym Membership

Esports Room

Job summary

Matrix Design Group LLC, based in Newburgh, IN, is seeking a Customer Success Manager to lead the repair and RMA function from receipt through evaluation, repair and return. The role ensures property is tracked, priorities set, and work completed promptly while capturing failure data to drive product health.

Reporting to the VP of Manufacturing, you will coordinate with Operations, Engineering, Quality, and Sales to optimize repair processes and manage customer communications; this is an

Qualifications

• Significant experience in repair operations, RMA, customer support, or related field.
• Experience leading teams and managing priorities.
• Experience with industrial/technical products is desirable.
• Strong analytical skills to translate repair data into trends and actions.

Responsibilities

• Lead and develop the Customer Success and repair operations team, set priorities, and monitor performance.
• Own end-to-end flow of customer property from receipt to return.
• Ensure timely evaluations and repairs by coordinating with cross-functional teams.
• Provide clear repair-status communications and manage escalations.

Skills

Leadership

RMA management

Repair operations

Data analysis

Cross-functional collaboration

Customer communication

Education

High school diploma (required)

Job description

Matrix Design Group LLC, based in Newburgh, IN, is seeking a Customer Success Manager to lead the repair and RMA function from receipt through evaluation, repair and return. The role ensures property is tracked, priorities set, and work completed promptly while capturing failure data to drive product health.

Reporting to the VP of Manufacturing, you will coordinate with Operations, Engineering, Quality, and Sales to optimize repair processes and manage customer communications; this is an