Program Manager

Program Manager – RMA Operations

Eastridge Workforce Solutions is partnering with a leading global technology manufacturer to hire a Program Manager – RMA Operations. This position serves as the primary point of contact for Return Material Authorization (RMA) and Failure Analysis (FA) activities, coordinating cross-functional teams to ensure timely issue resolution, customer satisfaction, and operational excellence. This is a highly visible role that partners with customers, suppliers, engineering, logistics, and quality teams to improve turnaround times, drive process improvements, and support quality and reliability initiatives across North America.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for North America-based customers and suppliers regarding RMA and Failure Analysis activities.
• Lead cross-functional coordination between engineering, quality, logistics, suppliers, and customers to ensure timely RMA processing and issue resolution.
• Manage end-to-end tracking of RMAs, Failure Analysis reports, corrective actions, and Root Cause Analysis (RCA) activities.
• Monitor turnaround times (TAT), identify bottlenecks, and drive continuous improvement initiatives to improve operational efficiency.
• Coordinate logistics, establish Failure Analysis timelines, and ensure clear communication throughout the RMA lifecycle.
• Develop and maintain dashboards, reports, and status updates to communicate RMA progress, estimated completion dates, and corrective actions.
• Lead customer-facing meetings and bi-weekly quality reviews while building strong relationships with customers, suppliers, and internal stakeholders.
• Escalate critical issues, coordinate recovery plans, and drive process improvements that enhance quality, reliability, and customer satisfaction.

Qualifications:

• Bachelor's degree in Engineering, Supply Chain, Business, or a related field.
• 5+ years of experience in Program Management, Quality Operations, Failure Analysis, Engineering, or Supply Chain Operations.
• Experience managing RMA processes, Failure Analysis workflows, and customer relationships.
• 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.

Preferred:

• MBA or advanced degree.
• Experience supporting enterprise customers and global suppliers.
• Knowledge of server, networking, or data center hardware environments.
• Familiarity with Root Cause Analysis methodologies such as 8D, Fishbone, or FMEA.

Benefits:

• Medical, Dental, Vision
• 401(k)
• Paid Time Off
• Career growth opportunities with a global technology leader

Disclaimer: The compensation and benefits information in this posting represent a good faith and reasonable estimate of what it might pay for this position. This information may be modified at any time, subject to applicable law. Equal Opportunity Employer: Eastridge Workforce Solutions is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity, and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, gender expression, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Eastridge Workforce Solutions also prohibits harassment or retaliation of applicants or employees based on any of these protected categories. It is our policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions. Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Privacy: Information collected and processed as part of your candidate profile, and any job applications, resumes, or other information you choose to submit is subject to Eastridge's Privacy Policy, as well as Eastridge's Pre-Use Notice of Collection and Automated Decision-Making Technologies. By applying for this job, you agree to receive calls, AI-generated calls, if applicable, text messages, or emails from Eastridge Workforce Solution, and/or its agents and contracted partners related to confirming assignments and job openings. Message frequency may vary. Standard message and data rates may apply depending on your mobile carrier. To opt out of receiving SMS messages from us at any time, simply reply to the text with "STOP."