Sr. RMA Customer Operations Manager

Responsibilities

• Manage RMA cases and lead all aspects of replacement part fulfillment to clear backlogs in accordance with Service Level Agreements
• Attend customer meetings to provide accurate case status updates and develop strategies to improve the overall customer experience
• Generate case management metrics and publish weekly status updates regarding supply commits, pickups, and shortage alerts
• Collaborate with quality, manufacturing, and production teams to communicate RMA updates and optimize supply allocations
• Track customer installation uptime and work with planning teams to maintain buffer stock near customer sites to prevent shortages

Requirements

• 7-10+ years of relevant experience in Customer Service, Quality Assurance, Supply Chain Management, or Global Logistics
• Strong knowledge of compute or network products
• Proficiency in data visualization, including the ability to provide clear graphs and metrics to support decision-making
• Strong analytical and problem-solving skills to identify process improvement opportunities
• Excellent communication and presentation skills for interacting with stakeholders, managers, and customers
• Knowledge of supply chain dynamics, inventory management, and case management applications

Benefits

• Medical, Dental, and Vision insurance
• 401k Plan
• Paid Time Off and Paid Holidays
• Tuition Reimbursement and Continuing Education via Udemy and Coursera
• Employee Assistance Program and Corporate Wellness Program
• Life, Disability, and Critical Illness insurance

About the Company

Astreya provides high-touch managed services and innovative solutions to help global enterprises scale their operations and optimize their technology environments.