Product Returns & Reliability Lead

TL:DR Aura is a beautifully designed WiFi picture frame and photo-sharing platform with a global team of 70+. We’re looking for a hands-on, data-driven performance marketer who will drive the growth of our audio paid media channels. 

Key Responsibilities:

RMA Process Management

• Oversee the end-to-end RMA (Return Merchandise Authorization) process, including receiving, prescreening, and shipping RMAs to our China office for root-cause analysis.
• Ensure timely and accurate entry of RMA details into the company’s database, maintaining up-to-date records.
• Monitor and analyze RMA trends using dashboards; provide actionable insights and reports to stakeholders.
• Work closely with the Customer Experience and Engineering teams to improve product reliability and reduce return rates.

Quality & Root-Cause Analysis

• Collaborate with the quality team in China to follow up on root-cause analysis results and drive corrective actions.
• Enter quality issues related to RMAs into the company’s product-lifecycle management software for tracking and resolution.
• Assist in investigating ad hoc hardware incidents, working with the Customer Experience and Engineering teams to gather RMAs for further analysis.

Testing & Product Reliability Monitoring

• Coordinate with our China team to obtain test frames with new hardware revisions and oversee in-office testing.
• Manage in-office test frames setup, ensuring proper operation and monitoring for potential issues.
• Closely monitor the performance of test frames and promptly report failures.

Logistics & Operations Support

• Assist with packing and shipping tasks as needed to support the RMA process efficiently.

Qualifications:

• Previous experience in RMA processing or quality assurance preferred.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Proficiency in Google Workspace or Microsoft Office apps and SQL.
• Excellent organizational and multitasking abilities.
• Effective communication skills to coordinate with cross-functional teams across different locations.
• Familiarity with product testing and monitoring processes is a plus.
• Mandarin Chinese preferred, but not required.

Because You Matter: We believe in creating a happy and supportive work environment, so you can both excel at your job and actually enjoy coming into work each day. Compensation for this role will be in the $70,000 - $80,000 range.

For full-time, US-based employees. Benefits may differ for part-time or international roles.

• 🏥 Comprehensive health plans - Aura pays 100% of the premium for employees and 50% for families
• 📜 Generous stock option program, which begins vesting after 1 year
• 📈 401(k) with match - Aura fully matches the first 4% of your salary contributed
• 🌯 Lunch and snacks - In SF & NY Offices
• 💪 $150 monthly fitness allowance - gym, coaching, etc
• 🏝 Generous time off - and you’re required to take at least 10 days off each year

Aura Home Inc. All rights reserved, Aura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.