RMA Operations & Customer Success Lead

Astreya; Santa Clara (CA); Hybrid; USD 85,000 - 134,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401k Plan

Paid Time Off

Tuition Reimbursement

Job summary

Astreya is seeking an RMA Customer Experience Manager in Santa Clara, CA to oversee day-to-day RMA activities and customer communications, ensuring timely fulfillment and resolution. You will partner with customer account teams and operations to uphold SLA performance and drive customer satisfaction.

The role requires 4–7 years in customer operations or related fields, plus a bachelor's degree or equivalent experience.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience in customer operations, RMA management, or service delivery.

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

RMA management

Customer operations

Analytical skills

Cross-functional collaboration

Communication

SLA awareness

Education

Bachelor's degree or equivalent experience

Job description

Astreya is seeking an RMA Customer Experience Manager in Santa Clara, CA to oversee day-to-day RMA activities and customer communications, ensuring timely fulfillment and resolution. You will partner with customer account teams and operations to uphold SLA performance and drive customer satisfaction.

The role requires 4–7 years in customer operations or related fields, plus a bachelor's degree or equivalent experience.