Program Manager - RMA & Failure Analysis Operations

Salary: $120,000 - $160,000 annually

Location: Onsite - Fremont, CA

Job Summary:

Quanta Manufacturing Fremont is seeking a highly organized and customer-focused Program Manager (PM) to serve as the primary point of contact for RMA (Return Material Authorization) and Failure Analysis (FA) activities supporting North America-based suppliers and customers.

This role will lead cross-functional coordination between customers, suppliers, engineering teams, logistics, and quality organizations to ensure timely RMA processing, FA progress tracking, root cause analysis (RCA), and effective communication.

The Program Manager will drive operational excellence, improve turnaround time (TAT), and provide clear governance and reporting for ongoing quality and reliability activities.

Duties/Responsibilities

• Coordinate directly with suppliers, engineering teams, quality organizations, and logistics teams to ensure alignment and timely execution.
• Lead communication and follow-up activities with suppliers and other North America-based partners.
• Represent Quanta Manufacturing Fremont in customer-facing technical and operational meetings.
• Build strong working relationships with customers, suppliers, and internal cross-functional teams.
• Own end-to-end tracking and management of RMAs and FA activities.
• Monitor and drive closure of open RMAs, FA reports, corrective actions, and root cause analysis (RCA).
• Establish clear logistics coordination and FA timelines once samples are received.
• Drive continuous improvement of RMA/FA turnaround time (TAT).
• Escalate critical issues and coordinate recovery plans when timelines are at risk.
• Provide proactive weekly status updates, including current status, ETA, interim findings, and next steps.
• Develop and maintain tracking dashboards and reports covering:

o Open RMAs

o FA status

o Owners

o Next actions

o ETA and closure timelines

• Lead or support bi-weekly quality review meetings with customers and suppliers.
• Establish and maintain regular governance cadence with customers and suppliers.
• Drive systemic improvements and operational efficiency across RMA and FA processes.
• Identify gaps, risks, and process bottlenecks and implement corrective actions.
• Ensure timely communication of RCA expectations and corrective action plans.

Required Skills/Abilities

• Knowledge of servers, networking, or data center hardware environments.
• Familiarity with RCA methodologies such as 8D, Fishbone, or FMEA.
• Experience with quality management systems and operational tracking tools.

Education and Experience

• Bachelor’s degree in Engineering, Supply Chain, Business, or related field.
• 5+ years of experience in Program Management, Quality Operations, Failure Analysis, Customer Engineering, or Supply Chain Operations.
• Experience managing RMAs, Failure Analysis workflows, and supplier/customer escalations.
• Strong understanding of hardware systems, manufacturing operations, and quality processes.
• Excellent communication, organizational, and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced cross-functional environment.
• Experience supporting large enterprise customers and global suppliers is preferred.

Our company does not guarantee immigration sponsorship. We may offer immigration sponsorship for employees in select critical roles. Any sponsorship will be subject to internal review and approval based on employee performance, current immigration law and business needs.