Homestead
Job Description RMA Manager | Building a Best-in-Class Returns Experience Location: Alps Controls – 217 W 8th Ave, West Homestead, PA 15120 (In office position) Industry: eCommerce | HVAC Controls | Distribution New role. Real impact. We’re looking for an RMA Manager to design and lead our returns function from the ground up. You’ll shape policy, partner with 200+ manufacturers, and turn returns into a competitive advantage for a growing eCommerce HVAC distributor. Based at Alps Controls, 217 West 8th Avenue, West Homestead, PA 15120. About Alps Controls Alps Controls is a technology-enabled distributor specializing in HVAC and building automation controls, with over three decades of trusted service to contractors, mechanical engineers, and system integrators across North and South America. We partner with more than 200 leading manufacturers to deliver the products, technical expertise, and reliability our customers depend on. As we transition to second-generation leadership—with our founder still actively engaged—we're building on a strong foundation while evolving to meet the demands of a growing, digitally native customer base. We believe in thoughtful decision-making, cross-functional collaboration, and investing in the right people to drive lasting change. About the Role We see the returns experience as a competitive advantage—not just a cost center. As our eCommerce business scales, we're creating a new leadership role: RMA Manager. This role will define and own our returns strategy end to end, with a clear mandate to design a customer-first, no-hassle return experience inspired by companies like Nordstrom, Costco, and Zappos—while navigating the complexity of diverse manufacturer policies. Here's the reality: returns can be frustrating. For customers. For internal teams. For you. But if you're the kind of person who gets energized by solving messy problems, building systems that actually work, and turning pain points into loyalty-building moments—this is your opportunity. You'll have the autonomy to build something from scratch, the executive support to make it happen, and the chance to prove that a great returns experience can be a true differentiator in our industry. If you thrive in ambiguity, enjoy creating scalable processes from the ground up, and know how to balance customer experience with operational and financial discipline, this role offers a rare opportunity to make a lasting impact. What You'll Own Returns Strategy & Policy Leadership • Design, implement, and continuously evolve a standardized, customer-centric returns policy across the organization., • Translate hundreds of manufacturer-specific return rules into a simple, consistent experience for customers., • Own the full RMA lifecycle—from customer request through product disposition, credit issuance, and manufacturer recovery., • Establish scalable workflows, decision frameworks, and escalation paths that empower teams and reduce friction., • Serve as the strategic owner of manufacturer return relationships., • Negotiate, influence, and optimize vendor return processes to improve recovery rates and cycle times., • Champion a frictionless, "no-hassle" return experience that builds trust and long-term loyalty., • Partner closely with Customer Service and Sales to resolve complex or high-impact cases., • Define KPIs and success metrics for the returns function (cycle time, recovery, cost of returns, customer satisfaction)., • Analyze return trends to inform merchandising, product content, fulfillment accuracy, and vendor selection., • Collaborate with Operations, Finance, IT, Purchasing, and Customer Experience teams to drive alignment., • Lead change management as new policies and processes are rolled out company-wide. What We're Looking For Preferred • 3+ years of experience owning or leading returns, RMA, reverse logistics, or complex operations in an eCommerce or distribution environment., • Demonstrated success building or transforming processes in a multi-vendor ecosystem., • Strong strategic thinking paired with hands-on execution., • Self-starter mentality with comfort operating in a newly created role., • Excellent communication and stakeholder management skills. · If you haven’t owned RMAs directly but have built complex operational systems in messy, multi-stakeholder environments, we still want to hear from you. · Experience working with manufacturers or suppliers with varied return policies. · Familiarity with ERP, OMS, or RMA platforms. · Background in HVAC, electrical, industrial, or technical distribution. · Experience scaling operations in a high-growth environment. Why This Role Matters • You will architect a returns function that directly shapes our customer experience., • You'll have executive visibility and the ability to influence company-wide policy., • You'll build something from scratch with the resources and support to do it right., • You'll help turn returns into a strategic differentiator for the business., • You'll work with a team that values your expertise and gives you the room to lead. We're not looking for someone who just processes returns. We're looking for someone who sees the potential to transform them. Company DescriptionAbout Alps Controls Alps Controls is an established, technology-enabled distributor specializing in HVAC and building automation controls. For more than 30 years, we have partnered with over 200 manufacturers to support contractors, facilities teams, and building owners across North America and South America. The company is entering its second generation of ownership, with its founder remaining actively engaged in the business. This continuity enables a long-term perspective and ongoing investment in people, systems, and organizational structure. This newly established role reflects the next phase of Alps Controls’ evolution. As the business continues to grow and operations become more complex, this position has been created to bring added focus, clarity, and expertise to vendor marketing—an area that is increasingly critical to our commercial success. Alps Controls values thoughtful decision-making, collaboration across teams, and steady improvement. We offer a professional, grounded environment where roles are created intentionally and designed to have long-term impact.About Alps Controls\nAlps Controls is an established, technology-enabled distributor specializing in HVAC and building automation controls. For more than 30 years, we have partnered with over 200 manufacturers to support contractors, facilities teams, and building owners across North America and South America.\n\nThe company is entering its second generation of ownership, with its founder remaining actively engaged in the business. This continuity enables a long-term perspective and ongoing investment in people, systems, and organizational structure.\n\nThis newly established role reflects the next phase of Alps Controls’ evolution. As the business continues to grow and operations become more complex, this position has been created to bring added focus, clarity, and expertise to vendor marketing—an area that is increasingly critical to our commercial success.\n\nAlps Controls values thoughtful decision-making, collaboration across teams, and steady improvement. We offer a professional, grounded environment where roles are created intentionally and designed to have long-term impact.