RMA Customer Operations Lead — SLA & Resolution

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

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