Sr. RMA Customer Experience Manager
Astreya Open · verified Oct 18, 2026 At a glance
Senior Customer Success role at Astreya. Santa Clara · full-time · $98,040–$154,800 base.
growthroles summary, based on the employer's posting.
What you'll do
- Clear open RMA cases by coordinating replacement-part fulfillment against service-level commitments
- Work with account teams to rank backlog cases when supply is constrained, and keep customers current on case status
- Analyze case data, share weekly updates on open RMAs, and use findings to improve the process
- Coordinate supply plans with production and repair teams, while tracking installation uptime and nearby buffer stock
- Guide other case managers on program processes and customer communication as new programs launch
What you bring
- At least eight years in RMA operations, customer operations, service delivery, supply chain or another listed area
- Experience handling customer escalations and relationships with enterprise accounts
- You understand inventory, fulfillment and work governed by service-level agreements
- A bachelor's degree or equivalent experience
Who this fits
This senior role suits someone who can manage enterprise customer issues while coordinating fulfillment, supply decisions and service performance. You’ll also train and support other case managers.
From the employer
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 benefits 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
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