Vultr is seeking an RMA Project Manager to oversee and manage our Return Merchandise Authorization lifecycle. In this role you will coordinate returns, repairs, and replacements of hardware or components with vendors, customers, and internal teams, ensuring minimal downtime and a seamless after-sales experience.
What You'll Do
- 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.
- 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.
- 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.
- 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.
- Ensure compliance with internal policies, warranty terms, and regulatory requirements.
- Maintain SOPs, logs, audit trails, and reports for all RMA transactions.
What We're Looking For
- Bachelor’s degree in Business, Supply Chain, Engineering, or a related field.
- 3–5 years of experience managing RMA processes or hardware logistics in a technical environment.
- Experience working with domestic and global vendors.
- 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).
- Proficiency in Excel and data reporting tools.
- Excellent organizational and multitasking skills.
- Strong communication and negotiation abilities.
- Analytical mindset with a process improvement focus.
- Ability to manage multiple RMA projects concurrently.
Nice to Have
- Certifications in supply chain, logistics, or project management.
- Background in data center operations, telecom, or enterprise hardware environments.
- Familiarity with IT hardware, data center components, or electronics.
- Experience with JIRA and Confluence.
We are an equal opportunity employer and are committed to creating an inclusive environment for all employees.
