RMA Customer Experience Manager

Astreya Partners, LLC; Santa Clara (CA); On-site; USD 85,000 - 134,000; Full time

Benefits offered by this job

Medical through UHC (PPO, HSA)

Dental through UHC

Vision through UHC

401k Plan Basic

Paid Time Off

Paid Holidays

Job summary

Astreya Partners, LLC is seeking an RMA Customer Operations Manager to oversee day-to-day RMA activities and customer communications, ensuring timely fulfillment and case resolution. The role partners with customer account teams and operations to support SLA performance and satisfaction.

The ideal candidate will manage RMA cases, provide regular updates, track backlog and shipments, and coordinate with Supply Chain, Manufacturing, Logistics, and Quality to resolve issues; they will analyze

Qualifications

• 4–7 years in customer operations, RMA management, service delivery, supply chain, or logistics.
• Experience managing customer-facing operational processes and case workflows.
• Strong analytical, reporting, and communication skills.
• Ability to work cross-functionally in a fast-paced operational environment.
• Bachelor's degree or equivalent experience.

Responsibilities

• Manage assigned RMA cases and monitor fulfillment progress through resolution.
• Provide regular status updates to customer account teams and participate in customer meetings.
• Track open backlog, shortages, and shipment status to support SLA compliance.
• Coordinate with Supply Chain, Manufacturing, Logistics, and Quality teams to resolve operational issues.
• Generate operational reports and analyze performance metrics.
• Support backlog prioritization and inventory allocation activities.
• Identify process improvement opportunities and support implementation efforts.
• Escalate high-risk customer issues to senior leadership as needed.

Skills

Analytical skills

Reporting skills

Communication skills

Cross-functional collaboration

Customer operations experience

RMA management

Education

Bachelor's degree or equivalent experience

Job description

Position Summary

The RMA Customer Operations Manager manages day-to-day RMA activities and customer communications to ensure timely fulfillment and case resolution. This role works closely with customer account teams and operational partners to support SLA performance and customer satisfaction.

Key Responsibilities

• Manage assigned RMA cases and monitor fulfillment progress through resolution.
• Provide regular status updates to customer account teams and participate in customer meetings.
• Track open backlog, shortages, and shipment status to support SLA compliance.
• Coordinate with Supply Chain, Manufacturing, Logistics, and Quality teams to resolve operational issues.
• Generate operational reports and analyze performance metrics.
• Support backlog prioritization and inventory allocation activities.
• Identify process improvement opportunities and support implementation efforts.
• Escalate high-risk customer issues to senior leadership as needed.

Required Qualifications

• 4–7 years of experience in customer operations, RMA management, service delivery, supply chain, or logistics.
• Experience managing customer-facing operational processes and case workflows.
• Strong analytical, reporting, and communication skills.
• Ability to work cross-functionally in a fast-paced operational environment.
• Bachelor's degree or equivalent experience.

Salary Range

$85,120.00 - $134,400.00 USD (Salary)

Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options)
• Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program Wellness Days
• 401k Plan Basic
• 401k Plan Supplemental
• Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

Company Culture

We’re so glad you’re here.

Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!