Contact Center Manager
About The Position
NVIDIA is seeking a Contact Center Manager to lead a global team handling inbound customer contacts. The role represents NVIDIA's customer experience worldwide, supporting needs ranging from general questions and sensitive security matters to partner concerns. The team also assists business partners with training, program updates, and special resources and offers. The manager will develop a high-performing team and guide agents to provide quality, customer-first support across phone, email, and chat. The position oversees queue flow, service levels, quality, customer satisfaction, performance benchmarks, reporting, and escalations. The manager also works with internal departments and IT to strengthen customer workflows and improve contact center tools and support solutions.
Requirements
- Bachelor's degree in Business Administration, Management, or equivalent experience.
- At least 4 years of overall experience in a customer support environment, including at least 2 years in a people management role.
- People-first leadership, with the ability to work in a fast-paced environment and balance emotional intelligence with operational excellence.
- Strong analytical abilities to assess performance metrics and develop actionable plans.
- Strong communication and collaboration skills.
- Ability to drive and handle change in a fast-paced environment.
- Data-driven outlook, including experience building reports, interpreting important metrics, and translating insights into improvements.
- Skill with contact center software and CRM platforms.
Nice To Haves
- Advanced degree or comparable experience in a related field.
- Experience in the technology sector or with products based on artificial intelligence.
- Proven success driving significant improvements in customer happiness.
- Familiarity with NVIDIA products and services.
- Bilingual or multilingual abilities to support a diverse customer base.
Responsibilities
- Lead, manage, and develop a high-performing contact center team by setting expectations, strengthening accountability, and building an inclusive, customer-first culture.
- Direct daily operations and queue flow across phone, email, and chat to meet service-level agreements while maintaining quality and customer satisfaction.
- Own contact center benchmarks, including CRM, average handling time (AHT), customer satisfaction (CSAT), and quality assurance (QA), and lead initiatives to improve efficiency, quality, and customer outcomes.
- Use reporting and trend analysis to identify gaps, recommend improvements, and reduce repeat contacts.
- Partner with internal teams to streamline and strengthen end-to-end customer workflows.
- Manage triage and escalation of high-severity customer calls and security-related situations.
- Handle partner concerns and complex customer issues, coordinating across departments to drive timely resolution and positive customer experiences.
- Partner with IT to enhance call center software and tools and continuously improve support solutions.
Benefits
- Eligible for equity and benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
