Return Material Authorization Program Manager

Astreya; Santa Clara (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

Astreya in Santa Clara is seeking a skilled RMA Program Manager to oversee the end-to-end RMA lifecycle process for a strategic enterprise technology client. This role involves mapping workflows, collaborating with APAC teams, and developing a future-state RMA operating model.

The ideal candidate will have over 8 years of experience in RMA management and a solid understanding of supply chain operations. The RMA PM will play a crucial role in enhancing efficiency and driving strategic decision-making.

Qualifications

• 8+ years of experience in RMA lifecycle management or related fields.
• Ability to map complex operational workflows and identify automation opportunities.
• Experience working with APAC operations teams on process knowledge transfer.

Responsibilities

• Map the current-state RMA lifecycle and document all workflow variants.
• Collaborate with internal and external teams on process knowledge transfer.
• Develop the future-state RMA operating model.

Skills

RMA lifecycle management

SLA-based escalation paths

Process documentation

Spares planning

Education

Bachelor's degree in Operations, Supply Chain, or related field

Tools

SAP

Process intelligence platforms

Job description

The RMA Program Manager owns end-to-end RMA lifecycle process discovery, analysis, and future‑state design for a strategic enterprise technology client. This individual is responsible for mapping current‑state RMA workflows across all case types and customer segments, collaborating with incumbent APAC teams on process knowledge transfer, and developing the future‑state RMA operating model that will govern client operations through its next growth phase. The RMA PM is expected to take expert positions on process design, T0/T1/T2/T3 case management structure, entitlement tier handling, and APAC coverage model — backed by Pictor process intelligence and direct discovery evidence.

KEY RESPONSIBILITIES

• Map the current‑state RMA lifecycle for the client's external enterprise customer base, documenting all workflow variants: standard RMA, Business Critical S1, Credit Without Return, CND, Failure Analysis, disposition, and failed‑swap re‑dispatch.
• Map the current‑state RMA lifecycle for internal customer workflows that differ from the enterprise customer path.
• Identify all handoff points between internal client teams and the RMA process: TAM coordination, depot partners, field engineering, and supply chain operations.
• Collaborate with the APAC incumbent team on process handoff planning; lead structured working sessions (minimum four hours per week) to transfer current‑state process knowledge and document all tacit knowledge not captured in existing SOPs.
• Use Pictor process variant intelligence to validate discovered workflows against actual system activity; reconcile discrepancies between documented SOPs and operational reality.
• Develop the future‑state RMA operating model as part of the RMA Lifecycle Strategy Document; define T0/T1/T2/T3 case management structure, entitlement tier handling, Business Critical escalation path, and APAC coverage model.
• Identify and document all RMA automation opportunities for the Automation Opportunity Register; prioritize by case volume, AHT reduction potential, and AI OpsHub deployment readiness.
• Validate the spares planning cycle with the client supply chain team; document MPS cadence, MRP triggers, buffer stock governance, and FRU disposition decision trees.
• Define case management staffing model inputs for the Staffing Recommendation Report: AHT benchmarks by case type, coverage model recommendation, entitlement tier distribution, and Business Critical account volume.

Post Day 90, transition from process mapping to operational process ownership; lead onboarding for incoming Senior Case Manager and Case Manager waves.

REQUIRED QUALIFICATIONS

• 8+ years of experience in RMA lifecycle management, hardware warranty operations, or supply chain service operations.
• Deep expertise in enterprise RMA case management: entitlement validation, SLA‑based escalation paths, Business Critical account handling, and depot coordination.
• Demonstrated ability to map complex, variant‑heavy operational workflows and identify process gaps and automation opportunities.
• Experience collaborating with APAC‑based operations teams on process knowledge transfer and documentation.
• Strong background in spares planning, MPS/MRP cycles, buffer stock governance, and FRU lifecycle management.
• Ability to produce executive‑quality process documentation, SOPs, and strategy deliverables.
• Experience working within or alongside SAP‑based environments (SD, QM).
• Bachelor’s degree in Operations, Supply Chain, Business, or a related field; or equivalent professional experience.

PREFERRED QUALIFICATIONS

• Experience with process intelligence platforms (e.g., process mining tools) for workflow discovery and variant analysis.
• Familiarity with AI‑assisted case management and Agent‑Assist tooling configuration.
• Background in GPU, data center, or enterprise hardware warranty operations specifically.
• Experience managing process transition engagements involving APAC teams (HK, TW, SG).
• Knowledge of PAK ID entitlement structures, Media Retention services, or Business Critical SLA frameworks in a hardware OEM context.