Senior RMA Customer Service Transformation Engineer
Core
Lead transformation of customer service and case management processes, systems, and tools within the global service and repair supply chain to improve responsiveness, consistency, and customer happiness.
Role type
Senior transformation engineer (customer service operations)
Builds
Scalable customer management practices, governance mechanisms, and critical performance metrics for service and repair operations
Domain
Technology industry, specifically high-performance computing, gaming, and AI sectors
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer service process transformation, case management workflows, supply chain operations (planning, logistics, inventory, fulfillment, repair), cross-functional leadership, executive reporting, data analysis, system improvement
Preferred skills
Experience with hyperscalers and data center service providers, Lean/Six Sigma, APICS, PMP, ITIL certifications
Technologies
SFDC, CRM, case management, ticketing, workflow, service management systems, dashboards
Responsibilities
Provide transformation leadership for service and repair supply chain operations; Own customer-facing workflows for intake, triage, resolution, and closure; Partner with internal teams to improve service outcomes; Analyze case trends and root causes to drive corrective actions; Support executive-level reporting and business reviews
Seniority
Senior, hands-on IC with strategic leadership
