Job description
Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.
We’re seeking an experienced and detail-oriented RMA Supervisor-Global to lead and scale our return merchandise authorization (RMA) operations across all regions. In this role, you’ll oversee the end-to-end global return process for our hardware products—ensuring world-class customer service and efficient return management. You’ll collaborate closely with regional logistics hubs, technical support, quality assurance, and order management teams to drive root cause analysis, product improvements, and return reduction strategies.
Key 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.
Qualifications:
- 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.
- Additional languages skills are considered an asset
About Blackline Safety
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSX: BLN). To learn more about our company visit www.blacklinesafety.com
Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.
Disclaimer:
Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.
