Senior RMA Operations & Customer Experience Leader

Astreya; Santa Clara, Northern (CA, KY); Hybrid; USD 98,000 - 155,000; Full time

Benefits offered by this job

Medical through UHC (PPO/HSA/Surest)

Dental through UHC

Vision through UHC

Flexible Spending Account for Health

Pre-Tax Commuter Benefit

401k Plan

Paid Time Off

Job summary

Astreya is seeking a Senior RMA Customer Experience Manager in Santa Clara, CA, to lead enterprise RMA operations, prioritizing backlogs and ensuring SLA compliance. You will own fulfillment decisions, escalate issues, and drive customer satisfaction across multiple teams.

You will manage case status, communicate with customers, and publish weekly updates while collaborating with quality, manufacturing, and planning for stock and process improvements.

Qualifications

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

Responsibilities

• Lead customer-facing RMA operations and prioritize backlog to meet SLAs.
• Attend customer meetings and provide up-to-date case status information.
• Generate and publish weekly RMA status updates and alerts.
• Collaborate with quality, manufacturing, and planning teams for updates and stock management.
• Coach and support other case managers; support new programs for NPI.

Skills

RMA operations

enterprise relationships

inventory management

SLA environments

analytical skills

stakeholder management

Education

Bachelor's degree

Job description

Astreya is seeking a Senior RMA Customer Experience Manager in Santa Clara, CA, to lead enterprise RMA operations, prioritizing backlogs and ensuring SLA compliance. You will own fulfillment decisions, escalate issues, and drive customer satisfaction across multiple teams.

You will manage case status, communicate with customers, and publish weekly updates while collaborating with quality, manufacturing, and planning for stock and process improvements.