Sr. RMA Customer Experience Manager

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

Benefits offered by this job

Medical through UHC

Dental through UHC

Vision through UHC

Flexible Spending Account for Health &

Dependent Care

Commuter Benefit

Continuing Education

Wellness Program

Employee Assistance Program

Paid Time Off

Paid Holidays

401k Plan

Job summary

Astreya is seeking a Senior RMA Customer Operations Manager to lead customer-facing RMA operations for strategic enterprise accounts. You will own fulfillment prioritization, escalations, and supply decisions to ensure SLA compliance and optimal outcomes.

You will partner with account teams, quality and manufacturing to drive timely resolutions, track metrics, and maintain buffer stock near customer sites to prevent shortages. Strong leadership and communication are essential.

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 strategic enterprise accounts.
• Prioritize backlog and coordinate renewal part fulfillment with accounts.
• Attend customer meetings and report case status and feedback.
• Generate case management metrics and identify process improvements.
• Communicate RMA updates across teams and manage information flow.
• Monitor uptime and buffer stock near customer sites.

Skills

RMA operations

Customer operations

Supply chain

SLA environments

Analytical skills

Stakeholder management

Case management

Inventory management

Enterprise relationships

Communication

Education

Bachelor's degree or equivalent

Job description

Position Summary

The Senior RMA Customer Operations Manager leads customer-facing RMA operations for strategic enterprise accounts. This role owns fulfillment prioritization, customer escalations, supply allocation decisions, and operational performance to ensure SLA compliance and positive customer outcomes.

Key Responsibilities

• Customer Satisfaction: Manage RMA cases and lead all aspects of replacement part fulfillment to clear the open RMA backlog per Service Level Agreements. Work with account teams to prioritize backlog in case of supply constraints.
• Case Management: Attend customers meeting, provide accurate and up-to-date information on case status, track of customer feedback and develop strategies to improve the overall customer experience.
• Metrics and Improvement: Generate case management metrics and analyze data to identify process improvement opportunities. Publish weekly status updates on open RMAs – supply commits, ready for pickup, shortage alerts.
• Collaboration: Work closely with quality and manufacturing teams to effectively communicate RMA updates and statuses to customer account teams. Facilitate seamless information flow between teams to provide exceptional customer support.
• Uptime and Buffer Stock: Track key customer installations uptime and work with planning team to maintain buffer stock near customer sites to proactively address potential supply shortages.
• Supply Allocation: Collaborate with production and repair factory planners to map out supply allocations for the open RMA backlog. Optimize resource allocation for timely resolution.
• Serve as Lead: Trainer and support for other case managers on program, process, customer interface and working internally as new programs develop for NPI and implemented into our global customer service team .

Required 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.

Salary Range

$98,040.00 - $154,800.00 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.

Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including:

• Medical provided throughUHC(PPO, HSA,Surestoptions) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided throughUHC
• Nationwide Vision provided byUHC
• 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 Programprovided by Goomi Group
• Employee Assistance Program
• Wellness Days

401k Plan

• Basic and 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 otherancillarybenefits required under state and federal law