Senior RMA & Customer Experience Lead

Astreya Partners, LLC; Santa Clara (CA); On-site; USD 98,000 - 155,000; Full time

Benefits offered by this job

401k Plan

Health Insurance

Paid Time Off

Tuition Reimbursement

Employee Assistance Program

Job summary

Astreya is seeking a Senior RMA Customer Operations Manager to lead customer-facing RMA operations for strategic enterprise accounts, owning fulfillment priorities, escalations, and SLA adherence. You will collaborate with account teams and production planners to optimize supply allocations, track uptime, and maintain buffer stock near customer sites, while developing metrics and improvements.

The role requires 8-10+ years in RMA or related fields, strong analytical and communication skills, and

Qualifications

• 8-10+ years of experience in RMA operations, customer operations, service delivery, supply chain, or logistics.
• Experience managing customer escalations and enterprise customer relationships.
• Strong knowledge of inventory management, fulfillment operations, and SLA-based environments.
• Excellent analytical, communication, and stakeholder management skills.
• Bachelor's degree or equivalent experience.

Responsibilities

• Lead RMA operations for enterprise accounts and prioritize fulfillment.
• Attend customer meetings and provide up-to-date case information.
• Generate metrics and publish weekly status updates on open RMAs.
• Collaborate with quality and manufacturing to communicate updates.
• Monitor uptime and maintain buffer stock near customer sites.
• Coordinate supply allocations with production and repair planners.
• Lead and train other case managers on programs and processes.

Skills

RMA operations

Supply chain

Analytical skills

Stakeholder management

Communication

Education

Bachelor's degree

Tools

ERP software

Job description

Astreya is seeking a Senior RMA Customer Operations Manager to lead customer-facing RMA operations for strategic enterprise accounts, owning fulfillment priorities, escalations, and SLA adherence. You will collaborate with account teams and production planners to optimize supply allocations, track uptime, and maintain buffer stock near customer sites, while developing metrics and improvements.

The role requires 8-10+ years in RMA or related fields, strong analytical and communication skills, and