Manager - Customer Care & RMA Operations

Manager - Customer Care & RMA Operations

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.

Equal Employment Opportunity: HPE is an Equal Employment Opportunity/Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

No Fees Notice & Recruitment Fraud Disclaimer: Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification.