Manager, NPN Portal Onboarding and Support

NVIDIA•Us, CA

17h•Onsite

About The Position

NVIDIA has been transforming computer graphics, PC gaming, and accelerated computing for more than 25 years. Today, we’re tapping into the unlimited potential of AI to define the next era of computing—an era in which our GPU acts as the brains of computers, agents, robots, and self-driving cars. As a key member of the NVIDIA Partner Network (NPN) Organization, we are looking for a Manager in Santa Clara who will lead our global portal support and onboarding operations. The scale of our portal operations has reached a critical point, now supporting over 90,000+ users with thousands more onboarding every month. We need a visionary leader to decouple our high-level strategy from daily support operations, ensuring a world-class experience for our expanding Partner Ecosystem!

Requirements

8+ overall years of experience in sales operations, channel partner programs, or customer support environments within a high-technology global enterprise.
2+ years of leadership experience, with a proven track record of managing remote or international teams (specifically experience with India-based teams is a plus).
Automation & AI Proficiency: Hands-on experience or a strong vision for using AI-enabled tools and agents for planning, reporting, and supporting automation.
Scale Management: Demonstrated ability to manage high-volume operations (90k+ users) while maintaining high partner satisfaction and operational quality.
Technical Familiarity: Strong proficiency with tools like Salesforce, CPQ, Tableau, and project tracking software.
Bachelor’s degree in business, marketing, or a related field (or equivalent experience).

Nice To Haves

The AI Mindset: You don't just use tools; you build "workforces of agents" to solve complex scalability challenges.
Strategic Problem-Solver: You anticipate issues before they hit the support queue and drive solutions that improve partner performance.
Communication Skills at an Outstanding Level: Proficient at translating complex business needs into technology solutions and engaging with collaborators at every level.
Resilience & Agility: A self-starter who thrives in a fast-paced environment where strong organizational skills are essential to managing multiple high-priority initiatives.

Responsibilities

Lead Global Support Operations: Take full ownership of the NPN Portal support and onboarding functions, managing a high-volume environment that resolves over 13,000+ external support cases and hundreds of internal applications annually.
Architect AI-Driven Support: Drive the strategy to build and deploy AI agents and automation to complement existing team members, ultimately establishing a 24/7 service model for our global users.
Manage Regional Teams: Provide direct leadership and mentorship to our operations support team in Pune, India, ensuring alignment with HQ objectives.
Optimize Partner Onboarding: Enhance the end-to-end onboarding journey for thousands of monthly new users, including future foundational training initiatives for developers within our ecosystem.
Strategic Realignment: Partner with Senior Leadership to transition daily support management away from the Business System Analyst team, allowing them to focus on foundational NPN architecture.
Collaborate with team members from different areas to develop business requirements.
Build processes and deploy system improvements that improve ease of doing business with NVIDIA.