RMA Customer Experience Manager

Job description

Position Summary The RMA Customer Operations Manager manages day-to-day RMA activities and customer communications to ensure timely fulfillment and case resolution. This role works closely with customer account teams and operational partners to support SLA performance and customer satisfaction. Key Responsibilities Manage assigned RMA cases and monitor fulfillment progress through resolution. Provide regular status updates to customer account teams and participate in customer meetings. Track open backlog, shortages, and shipment status to support SLA compliance. Coordinate with Supply Chain, Manufacturing, Logistics, and Quality teams to resolve operational issues. Generate operational reports and analyze performance metrics. Support backlog prioritization and inventory allocation activities. Identify process improvement opportunities and support implementation efforts. Escalate high-risk customer issues to senior leadership as needed. Required Qualifications 4–7 years of experience in customer operations, RMA management, service delivery, supply chain, or logistics. Experience managing customer-facing operational processes and case workflows. Strong analytical, reporting, and communication skills. Ability to work cross-functionally in a fast-paced operational environment. Bachelor's degree or equivalent experience. Salary Range $85,120.00 - $134,400.00 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