RMA Project Manager at Vultr

WHO WE ARE Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world. With 32 global cloud data center locations, Vultr is trusted by hundreds of thousands of active customers across 185 countries for its flexible, scalable, global Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage solutions. In December 2024 Vultr announced an equity financing at a $3.5 billion valuation. Founded by David Aninowsky and self-funded for over a decade, Vultr has grown to become the world’s largest privately-held cloud infrastructure company. 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. INCLUSION & PRIVACY We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Vultr will consider qualified applicants with arrest or conviction records in accordance with applicable laws and will not conduct a background check until after an offer of employment has been extended and accepted. We also take your privacy seriously. We handle personal information responsibly and follow applicable laws, including U.S. privacy rules and India’s Digital Personal Data Protection Act, 2023. Your data is used only for legitimate business purposes and is protected with proper security measures. Where allowed by law, applicants may request details about the data we collect, access or delete their information, withdraw consent for its use, and opt out of nonessential communications. For more details, please see our Privacy Policy [Upgrade to PRO to see link]