RMA Program Manager

Responsibilities

• Own the end-to-end RMA lifecycle process discovery, analysis, and future-state design for a strategic enterprise technology client.
• Map current-state RMA workflows for external enterprise customers and internal workflows, documenting all variants including standard RMA, Business Critical, and Failure Analysis.
• Identify handoff points between internal client teams, depot partners, field engineering, and supply chain operations.
• Collaborate with APAC incumbent teams to facilitate process knowledge transfer and document tacit knowledge.
• Develop the future-state RMA operating model, defining case management structures, entitlement tier handling, and APAC coverage models.
• Identify and prioritize RMA automation opportunities to reduce AHT and prepare for AI OpsHub deployment.
• Validate spares planning cycles, including MPS cadence, MRP triggers, and buffer stock governance.
• Transition to operational process ownership post-90 days, leading onboarding for incoming Case Manager waves.

Requirements

• 8+ years of experience in RMA lifecycle management, hardware warranty operations, or supply chain service operations.
• Deep expertise in enterprise RMA case management, including entitlement validation and SLA-based escalation paths.
• Proven ability to map complex operational workflows and identify process gaps or automation opportunities.
• Experience collaborating with APAC-based operations teams on process documentation and knowledge transfer.
• Strong background in spares planning, MPS/MRP cycles, and FRU lifecycle management.
• Proficiency working within or alongside SAP-based environments (SD or QM).
• Bachelor's degree in Operations, Supply Chain, Business, or a related field.

Preferred Qualifications

• Experience with process intelligence or process mining platforms for workflow discovery.
• Familiarity with AI-assisted case management and Agent-Assist tooling.
• Background in GPU, data center, or enterprise hardware warranty operations.
• Experience managing process transitions involving APAC teams (HK, TW, SG).

Benefits

• Medical, Dental, and Vision insurance.
• 401k Plan.
• Paid Time Off and Paid Holidays.
• Continuing Education and Professional Development via Udemy and Coursera.
• Tuition Reimbursement.
• Corporate Wellness Program and Employee Assistance Program.

About the Company

Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms.