RMA Customer Experience Lead

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

Job summary

Supermicro is seeking a Customer Experience Manager, RMA Service in San Jose, CA to lead strategic direction of RMA operations and warranty service fulfilments, ensuring exceptional customer experience. You will work with cross-functional teams to optimize processes and align goals with broader objectives.

The role requires overseeing daily operations, driving continuous improvements, and managing SLAs while maintaining high quality and responsiveness.

Qualifications

• 7 to 10+ years in RMA operations and customer service
• Proficiency with CRM, ERP, and MS Office; PLM/BOM knowledge is a plus
• Strong KPI tracking and data visualization for exec decisions
• Exceptional presentation and stakeholder communication
• Decisive problem-solving to prioritize fulfillment and repair

Responsibilities

• Develop strategies to optimize customer experience and satisfaction.
• Lead and motivate the customer service team to maintain high service standards.
• Coordinate training for staff to ensure excellent service.
• Collaborate with other departments to ensure consistent handling and timely issue resolution.
• Oversee RMA cases, ensure replacement parts fulfillment, and clear backlogs within SLAs.
• Monitor data to identify red flags and implement proactive controls.
• Generate metrics and analyze bottlenecks for process improvements.
• Coordinate with warehouse, production, and repair to map supply allocations.
• Serve as liaison between customers, account teams, QA, manufacturing, and logistics.
• Provide up-to-date case status reports and lead customer meetings.

Skills

RMA operations

Customer service

Data analysis

Communication

Problem solving

Education

B.S. Business Administration or Management

CCXP (certified Customer Experience Professional)

Tools

CRM

ERP

MS Office

PLM and BOM

Job description

Supermicro is seeking a Customer Experience Manager, RMA Service in San Jose, CA to lead strategic direction of RMA operations and warranty service fulfilments, ensuring exceptional customer experience. You will work with cross-functional teams to optimize processes and align goals with broader objectives.

The role requires overseeing daily operations, driving continuous improvements, and managing SLAs while maintaining high quality and responsiveness.