vultr - RMA Manager
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Requirements
• Strong vendor management instincts. • Ability to operate across procurement, infrastructure operations, data center teams, and capacity planning. • Experience in leading a growing global team of RMA Specialists and Project Managers (years not specified). • Engagement with OEMs/hardware vendors for initiating, tracking, resolving RMAs while enforcing SLAs and warranty terms (no specific experience years stated but implies relevant skills in vendor relations and contract management are required). • Experience or ability to build standardized workflows across intake, triage, approval, and execution stages for the end-to-end RMA lifecycle. • Ability to develop failure trend, MTBF (Mean Time Between Failures), and aging reporting from historical data to identify systemic hardware risks and vendor quality issues (no specific experience years stated but implies relevant skills in analytics are required). • Experience or ability collaborating with Procurement using RMA failure/return data for sourcing decisions. • Ability to perform audits of procurement, infrastructure operations, and capacity planning processes related to hardware (no specific experience years stated but implies relevant skills in process management are required). • Strong vendor relationship building capabilities with OEMs as the role involves direct interaction for RMA resolution enforcement. • Ability to build repeatable processes within a high-growth technology company environment, ensuring accountability and clear reporting (no specific experience years stated but implies relevant skills in process management are required).
Responsibilities
• Own the end-to-end RMA lifecycle for servers, networking, and storage hardware across global data centers • Lead a growing global team of RMA Specialists and RMA Project Managers in pursuit of all objectives. • Engage OEMs and hardware vendors to initiate, track, and resolve RMAs while enforcing SLAs and warranty terms • Build standardized RMA intake, triage, approval, and execution workflows • Develop failure trend, MTBF, and aging RMA reporting to identify systemic hardware risks and vendor quality issues • Partner with Procurement to support sourcing decisions using failure and return data • Collaborate with Capacity Planning to incorporate attrition and replacement data into forecast models • Perform audits of asset records, serial tracking, and warranty coverage to ensure financial and operational accuracy • Coordinate replacement logistics and spare availability to minimize service impact and downtime • Produce executive dashboards summarizing RMA volume, turnaround time, vendor performance, and risk exposure.
Benefits
• Company-paid insurance premiums for medical, dental and vision plans (100% company paid). • 401(k) plan with a match of up to 4%, immediate vesting included in benefits package. • Professional Development Reimbursement: $2,500 each year towards professional development courses or certifications related to the role and industry. • - Increased PTO at the 3rd and 10th anniversaries. • - $500 stipend for remote office setup during the first year and an additional $400 per subsequent year. • - Company paid Wellable subscription for wellness and mental health support.
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