Sr. RMA Customer Experience Manager

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

## Sr. RMA Customer Experience ManagerApply: Santa Clara, CA: Full time: Posted Today: End Date: October 31, 2026 (21 days left to apply): R0016042**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 through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only* Dental provided through UHC* Nationwide Vision provided by UHC* 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 Program provided 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 other ancillary benefits required under state and federal law