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.
Required skills
Process transformation, case management workflows, cross-functional leadership, data analysis, supply chain operations, system improvement, executive reporting, risk management, stakeholder partnership
Preferred skills
Lean, Six Sigma, APICS, PMP, ITIL certifications, experience with hyperscalers and data center service providers, automation and self-service development
Technologies
SFDC, CRM, case management systems, ticketing systems, workflow tools, service management platforms, dashboards
Responsibilities
Provide transformation leadership for customer service and case management processes; 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; build scalable customer management practices and performance metrics.
Seniority
Senior, hands-on IC with strategic leadership
