RMA Project Manager

Join Vultr

Vultr is seeking a detail-oriented and proactive RMA Project Manager to oversee and manage the Return Merchandise Authorization (RMA) lifecycle. In this role, you will coordinate returns, repairs, and replacements of hardware or components with vendors, customers, and internal teams. You will play a key role in ensuring minimal downtime, optimizing reverse logistics processes, and delivering a seamless after-sales experience.

What to expect:

RMA Lifecycle Management

• Manage the full RMA process from initiation to closure (return, repair, replacement, and follow-up).
• Coordinate with internal teams (IT, operations, procurement, finance) and external vendors or OEMs.
• Track warranty statuses, create RMA tickets, and ensure timely resolution and delivery.

Logistics & Coordination

• Oversee the physical movement of hardware between customer sites, warehouses, and repair centers.
• Ensure accurate documentation of serial numbers, asset tags, and shipping records.
• Maintain detailed records of all incoming/outgoing RMA items.

Reporting & Analysis

• Monitor RMA trends, failure rates, and recurring issues.
• Develop dashboards and reports for leadership on RMA status, cycle times, and vendor performance.
• Conduct root cause analysis and suggest process improvements.

Vendor & Customer Interaction

• Liaise with vendors on return approvals, replacement timelines, and escalation handling.
• Support customer service or technical support teams on RMA-related queries or SLAs.
• Ensure customer satisfaction by managing expectations and providing timely updates.

Compliance & Documentation

• Ensure compliance with internal policies, warranty terms, and regulatory requirements.
• Maintain SOPs, logs, audit trails, and reports for all RMA transactions.

Our new team member will need: 

Qualifications:

• Bachelor’s degree in Business, Supply Chain, Engineering, or related field.
• 3–5 years of experience managing RMA processes or hardware logistics in a technical environment.
• Certifications in supply chain, logistics, or project management.
• Experience working with domestic and global vendors.
• Background in data center operations, telecom, or enterprise hardware environments.

Technical & Professional Skills:

• Strong understanding of reverse logistics, warranty processes, and vendor RMA handling.
• Experience working with ERP/CRM/RMA tools (e.g., SAP, Oracle, ServiceNow, Salesforce, Jira).
• Familiarity with IT hardware, data center components, or electronics is a strong plus.
• Proficiency in Excel and data reporting tools.
• Familiar with JIRA and Confluence.

Soft Skills:

• Excellent organizational and multitasking skills.
• Strong communication and negotiation abilities.
• Analytical mindset with a process improvement focus.
• Ability to manage multiple RMA projects concurrently.

Vultr is committed to an inclusive workforce where diversity is celebrated and supported. All employment decisions at Vultr are based on business needs, job requirements, and individual qualifications.

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Workforce members have the right where and when applicable under certain privacy and data protection laws, as applicable, to: fair and equal treatment, knowing what personal data we gather and retain, for what purpose, and the ability to access and/or delete such data. You also have the right to opt out of communications from Vultr and approved third- parties at any time.