Manager - Customer Care & RMA Operations

Manager - Customer Care & Rma Operations

This role has been designed as 'onsite' with an expectation that you will primarily work from an HPE office.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job description:

Department: HPE Networking – Customer Experience

Location: Global Operations (APAC/EMEA/AMS as applicable)

Reports To: Senior Manager, Global Operations

Work Shift : Global Time Zone (any 5 days a week, 3 shifts - 6am to 3pm, 2pm-11pm, 10pm to 7am)

Role overview

The manager for customer care and rma will lead a team of support agents responsible for case routing, administrative case handling, and initial troubleshooting for HPE networking products, including aruba solutions. This role ensures operational excellence, timely resolution of customer issues, and adherence to HPE's premium support standards.

Key responsibilities

Team leadership & performance management

Supervise agents handling case routing, admin cases, and first-level troubleshooting.

Drive coaching and certification readiness for agents to meet HPE standards.

Monitor KPIs such as backlog, POD, inflow, and closure rates for RMA and care queues.

Customer care operations

Oversee case creation and assignment processes via HPE networking support portal and welcome center queues.

Ensure compliance with tech care and pro care service guidelines, including SLA/SLO commitments.

Maintain high-quality customer interactions, focusing on empathy, efficiency, and technical accuracy.

RMA management

Manage RMA workflows, including manual routing and coordination with ARCH teams for hardware returns.

Collaborate with GEO leads and escalation managers to resolve complex RMA issues promptly.

Process excellence & continuous improvement

Identify operational risks and implement mitigation strategies.

Partner with IT and NSP teams to optimize case routing and queue management systems.

Drive initiatives for enhanced call handling and faster initial response times.

Stakeholder collaboration

Act as liaison between TAC, escalations, and customer experience teams for seamless support delivery.

Provide quarterly case metrics and annual engagement reports to leadership.

Required skills & qualifications

Strong understanding of HPE networking and aruba product portfolio.

Experience in managing technical support or customer care teams in a global environment.

Familiarity with RMA processes, SLA/SLO frameworks, and escalation handling.

Excellent communication, leadership, and problem-solving skills.

Ability to work cross-functionally with TAC, IT, and operations teams.

What we can offer you

Health & wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial, and emotional wellbeing.

Personal & professional development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.