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 specifi