Job Description
We are seeking a detail-oriented and process-driven RMA Specialist to support and enhance our hardware return and replacement operations. This role is critical to ensuring a seamless customer experience by managing product returns, maintaining accurate system records, and identifying opportunities to improve processes and service quality.
The ideal candidate is highly organized, analytical, and comfortable working cross-functionally in a fast-paced environment. This individual will play a key role in maintaining SLA performance, improving operational workflows, and ensuring accurate tracking of hardware throughout the return lifecycle.
The Outcomes You’ll Deliver
- Accurate and Efficient RMA Processing: Ensure all return requests are processed promptly and correctly, with complete and accurate documentation across systems.
- Process Optimization and Documentation: Continuously refine and maintain RMA workflows and documentation, improving efficiency and reducing errors.
- Data-Driven Performance Improvement: Track and analyze RMA trends, quality metrics, and KPIs to identify root causes and improve performance.
- Seamless Cross-Functional Coordination: Collaborate effectively with internal teams and vendors to ensure timely product replacements and communication.
In this role, you can expect to
RMA Operations:
- Process product returns and conduct product failure analysis
- Maintain and update RMA case information in CRM systems
- Monitor shipment and delivery of replacement products
Data Management & Reporting:
- Maintain shared spreadsheets with high accuracy
- Track RMA quality metrics and KPIs
- Analyze and document trends
Process Improvement:
- Maintain and update process documentation
- Partner with vendors to improve processes
Cross-Functional Collaboration:
- Work with internal teams on RMA requests
- Ensure clear communication across stakeholders
To thrive in this role, you have
Experience:
- Bachelor’s degree or equivalent preferred
- 2+ years of RMA or order management experience
Technical Skills:
- MS Office proficiency
- Experience with Salesforce or CRM systems
Core Competencies:
- Attention to detail
- Strong organizational skills
- Ability to manage multiple priorities
- Strong communication skills
Work Style:
- Adaptable and flexible
- Self-motivated
- Ownership mindset
How You Play
- Ownership over Participation– You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.
- Team over Stars– You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.
- Growth over Comfort– You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.
- Fairness over Popularity– You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.
Company Overview
PlayOn is a dynamic growth-stage company dedicated to championing the spirit of play in the high school space. Backed by KKR, our family of brands—including GoFan, NFHS Network, and MaxPreps—empowers schools with innovative solutions and exceptional service. Our fan engagement platform is the only one that offers event ticketing, streaming, fundraising, concessions, merchandise sales, and website management in one place. We save administrators time so they can focus on what truly matters: supporting the students, staff, and fans who bring their programs to life.
Trusted by thousands of schools across the country, we’re here to help create more instant replays, hold-your-breath moments, last-minute comebacks, and games you want to watch over and over again.
When being there means everything, we make sure you never miss a moment.
Why you’ll love working at PlayOn
Product, potential, and people. We’re a leader in the high school event space, constantly evolving our product to meet the needs of administrators. We focus on solving real challenges, learning quickly, and creating impactful solutions.
This is a growth-stage company, meaning your contributions have real impact. You’ll have opportunities to grow your skills, tackle meaningful problems, and make a difference in the lives of schools and the students and fans they serve.
Our culture is built on accountability, collaboration, growth, and fairness. We don’t just show up—we show up for each other. Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on. Losses teach us, challenges motivate us, and persistence drives us forward. We value integrity over shortcuts, choosing to do what’s right even when it’s hard. Together, we strive to be better every day—because we know that’s how we win as a team.
The Benefits We Offer
Multiple medical insurance plans to choose from
Dental, vision life and disability insurance
Employee Emergency Fund
Company equity (stock options)
Open PTO policy
401K plan with company match
Hybrid/flexible work environment
Note: Must be a full-time employee to participate in the company’s employee health benefit plan. Part-time employees and interns are not eligible to participate.
