Supervisor, RMA

Summary

Join Blackline Safety's growing team as an experienced and detail-oriented RMA Supervisor-Global to lead and scale return merchandise authorization (RMA) operations across all regions. Oversee the end-to-end global return process for hardware products, ensuring world-class customer service and efficient return management. Collaborate with regional logistics hubs, technical support, quality assurance, and order management teams to drive root cause analysis, product improvements, and return reduction strategies. Lead a geographically dispersed RMA team, providing training and performance management. Develop and enhance RMA policies and procedures to streamline operations and ensure compliance. Monitor and analyze key return KPIs and deliver actionable insights to senior leadership. Serve as the primary escalation point for complex global return issues. Standardize and enforce global RMA workflows while adapting to region-specific needs.

Requirements

• 3+ years of experience in returns processing, inventory management, or reverse logistics—ideally within the tech or hardware sector
• Minimum of 2 years in a supervisory role, with experience leading a team of 5 or more direct reports
• Strong understanding of hardware return flows, warranty programs, and customer support operations in a tech environment
• Exceptional communication skills with the ability to lead and collaborate across cultures, languages, and time zones
• Excellent organizational, analytical, and problem-solving skills
• Proven ability to multitask and thrive in a fast-paced, high-volume environment
• Data-driven mindset with hands-on experience using tools for operational analysis and reporting (Power BI, Excel)
• Prior experience working with remote or global teams

Responsibilities

• Lead a geographically dispersed RMA team, providing clear direction, hands-on training, and consistent performance management
• Develop, implement, and enhance RMA policies and procedures to streamline operations, improve customer experience, and ensure regional compliance
• Collaborate cross-functionally with customer service, quality control, inventory, and shipping departments to resolve return-related issues quickly and effectively
• Train, coach, and evaluate RMA team members; conduct regular performance reviews to support professional growth
• Manage RMA documentation and maintain accurate records in alignment with internal policies and global regulatory standards
• Respond to and resolve escalated customer issues or complaints related to the RMA process
• Monitor and analyze key return KPIs; deliver actionable insights and reports to senior leadership
• Lead root cause investigations and continuous improvement initiatives aimed at reducing return rates and enhancing overall satisfaction
• Serve as the primary escalation point for complex or high-impact global return issues, driving fast and customer-centric resolutions
• Standardize and enforce global RMA workflows while remaining adaptable to region-specific logistics, regulations, and expectations

Preferred Qualifications

Additional languages skills are considered an asset