Senior RMA Customer Experience Manager
$136,000–$212,750 year
On-siteSanta Clara, California, United States
Santa Clara, California, United StatesOn-siteFull Time$136,000–$212,750 yearSenior LevelBachelors DegreeEnterprise
Full TimeSenior LevelBachelors DegreeEnterprise
Job Summary
Manage RMA cases and lead replacement part fulfillment to clear open backlogs per Service Level Agreements, prioritizing supply constraints with account teams. Track regional buffer stock and customer datacenter capacity to make allocation decisions, while generating metrics to identify process improvements. Publish weekly status updates on supply commits and shortage alerts, collaborating with quality and manufacturing teams to ensure seamless information flow. Serve as a trainer for case managers on program processes and customer interfaces as new initiatives develop.
Required Qualifications
- Bachelor's degree in a relevant field such as Quality Assurance, Business Administration, Engineering, Supply Chain Management, or related fields
- 12+ years of relevant experience
- Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions
- High proficiency in providing clear and concise graphs, metrics, and data visualizations to support decision-making and performance tracking
- Customer-centric approach with a focus on delivering outstanding service and maintaining positive relationships
- Excellent presentation skills with the ability to convey complex information in a compelling and understandable manner
- Proficiency in presenting data-driven insights to diverse audiences, including Directors, Managers, team members, collaborators, and customers
- Excellent communication skills, both written and verbal, to facilitate effective collaboration with cross-functional teams and customers
Desired Qualifications
- Knowledge of supply chain dynamics, inventory management, and case management applications
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