{"id":2165351,"url":"https://alion.io/job/astreya-sr-rma-customer-experience-manager","title":"Sr. RMA Customer Experience Manager","company":{"id":1707,"name":"Astreya","domain":"astreya.com","url":"https://alion.io/company/astreya","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":29,"ghost_share":0,"stale_share":0.862,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santa Clara, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":98040,"max":154800,"currency":"USD","period":"year","gross":null,"usd_annual":154800},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-09T09:46:11Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-20T18:06:36Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Position Summary\nThe 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.\nKey Responsibilities\nCustomer 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.\n\nCase 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.\n\nMetrics 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.\n\nCollaboration: 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.\n\nUptime 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.\n\nSupply Allocation: Collaborate with production and repair factory planners to map out supply allocations for the open RMA backlog. Optimize resource allocation for timely resolution.\n\nServe 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.\n\nRequired Qualifications\n8-10+ years of experience in RMA operations, customer operations, service delivery, supply chain, or logistics.\n\nExperience managing customer escalations and enterprise customer relationships.\n\nStrong knowledge of inventory management, fulfillment operations, and SLA-based environments.\n\nExcellent analytical, communication, and stakeholder management skills.\n\nBachelor's degree or equivalent experience.\n\nSalary Range\n$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.\nFurther, 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.\nAstreyaoffers comprehensivebenefits to all Regular, Full-Time Employees, including:\nMedical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only\n\nDental provided through UHC\n\nNationwide Vision provided by UHC\n\nFlexible Spending Account for Health & Dependent Care\n\nPre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)\n\nContinuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera\n\nCorporate Wellness Program provided by Goomi Group\n\nEmployee Assistance Program\n\nWellness Days\n401k Plan\n\nBasic and Supplemental Life Insurance\n\nShort Term & Long Term Disability\n\nCritical Illness, Critical Hospital, and Voluntary Accident Insurance\n\nTuition Reimbursement (available 6 months after start date, capped)\n\nPaid Time Off (accrued and prorated, maximum of 120 hours annually)\n\nPaid Holidays\n\nAny other statutory leaves, paid time, or other ancillary benefits required under state and federal law","description_format":"text","description_chars":4106,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Infrastructure & Networking Services","IT Help Desk & Service Desk"],"lifecycle":[{"event":"open","at":"2026-10-09T09:46:11Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.581,"p_room":0.9,"age_days":12,"expected_fill_days":19,"reasons":["conf:36","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":154800,"is_top_pay":true},"html_url":"https://alion.io/job/astreya-sr-rma-customer-experience-manager","json_url":"https://alion.io/job/astreya-sr-rma-customer-experience-manager.json","meta":{"generated_at":"2026-10-22T07:35:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3270,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1707},"rest":"https://alion.io/mcp/rest/get_company?id=1707"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fastreya-sr-rma-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fastreya-sr-rma-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fastreya-sr-rma-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/astreya-sr-rma-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fastreya-sr-rma-customer-experience-manager"}]}