RMA Program Manager

POSITION OVERVIEW The RMA Program Manager owns end-to-end RMA lifecycle process discovery, analysis, and future-state design for a strategic enterprise technology client. This individual is responsible for mapping current-state RMA workflows across all case types and customer segments, collaborating with incumbent APAC teams on process knowledge transfer, and developing the future-state RMA operating model that will govern client operations through its next growth phase. The RMA PM is expected to take expert positions on process design, T0/T1/T2/T3 case management structure, entitlement tier handling, and APAC coverage model — backed by Pictor process intelligence and direct discovery evidence. KEY RESPONSIBILITIES Map the current-state RMA lifecycle for the client's external enterprise customer base, documenting all workflow variants: standard RMA, Business Critical S1, Credit Without Return, CND, Failure Analysis, disposition, and failed-swap re-dispatch. Map the current-state RMA lifecycle for internal customer workflows that differ from the enterprise customer path. Identify all handoff points between internal client teams and the RMA process: TAM coordination, depot partners, field engineering, and supply chain operations. Collaborate with the APAC incumbent team on process handoff planning; lead structured working sessions (minimum four hours per week) to transfer current-state process knowledge and document all tacit knowledge not captured in existing SOPs. Use Pictor process variant intelligence to validate discovered workflows against actual system activity; reconcile discrepancies between documented SOPs and operational reality. Develop the future-state RMA operating model as part of the RMA Lifecycle Strategy Document; define T0/T1/T2/T3 case management structure, entitlement tier handling, Business Critical escalation path, and APAC coverage model. Identify and document all RMA automation opportunities for the Automation Opportunity Register; prioritize by case volume, AHT reduction potential, and AI OpsHub deployment readiness. Validate the spares planning cycle with the client supply chain team; document MPS cadence, MRP triggers, buffer stock governance, and FRU disposition decision trees. Define case management staffing model inputs for the Staffing Recommendation Report: AHT benchmarks by case type, coverage model recommendation, entitlement tier distribution, and Business Critical account volume. Post Day 90, transition from process mapping to operational process ownership; lead onboarding for incoming Senior Case Manager and Case Manager waves. REQUIRED QUALIFICATIONS 8+ years of experience in RMA lifecycle management, hardware warranty operations, or supply chain service operations. Deep expertise in enterprise RMA case management: entitlement validation, SLA-based escalation paths, Business Critical account handling, and depot coordination. Demonstrated ability to map complex, variant-heavy operational workflows and identify process gaps and automation opportunities. Experience collaborating with APAC-based operations teams on process knowledge transfer and documentation. Strong background in spares planning, MPS/MRP cycles, buffer stock governance, and FRU lifecycle management. Ability to produce executive-quality process documentation, SOPs, and strategy deliverables. Experience working within or alongside SAP-based environments (SD, QM). Bachelor's degree in Operations, Supply Chain, Business, or a related field; or equivalent professional experience. PREFERRED QUALIFICATIONS Experience with process intelligence platforms (e.g., process mining tools) for workflow discovery and variant analysis. Familiarity with AI-assisted case management and Agent-Assist tooling configuration. Background in GPU, data center, or enterprise hardware warranty operations specifically. Experience managing process transition engagements involving APAC teams (HK, TW, SG). Knowledge of PAK ID entitlement structures, Media Retention services, or Business Critical SLA frameworks in a hardware OEM context. 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 We’re so glad you’re here. Use this space to explore career opportunities, track your application, and take next steps with a global team that values people and progress. Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. 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