Sr. RMA Customer Experience Manager

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