Senior Manager, Customer Care– Global Services

NVIDIA•Us, CA

4d•Hybrid

About The Position

We are looking for a Global Services Leader of Customer Care operations for NVIDIA’s Compute and Networking portfolio. This role focuses on delivering reliable, high-quality experiences to customers in hyperscale, cloud, enterprise, and research markets! It requires close collaboration with regional teams and service providers to achieve uniform outcomes worldwide. This leader directs full Customer Care delivery across a multi-region contact center and third-party logistics (3PL) system, supporting warranty and RMA programs, repairs, returns, and replenishment. The role balances operational excellence with ongoing development, developing for NVIDIA’s growth while ensuring trusted service performance and robust customer relationships. This role involves approximately 30% travel for partner meetings, business reviews, and quarterly or biannual strategic sessions.

Requirements

Bachelor’s degree or equivalent experience in Global Services Business, Operations, Engineering or a related field.
10+ years of overall related experience, including 5+ years of demonstrated success leading global or multi-region customer service or support organizations with direct performance management responsibility.
Experience supporting complex technology platforms, such as compute, networking, or infrastructure products.
Experience scaling enterprise systems and tools, such as SAP and Salesforce (SFDC).
Demonstrated experience using automation, AI, or machine learning to improve service efficiency and customer outcomes.
Experience building, scaling, or operating Customer Care Centers of Excellence.
Ability to communicate clearly and collaborate effectively across senior collaborators and cross‑functional teams.
Strong analytical and problem‑solving skills, while operating in high‑availability, fast‑changing environments.

Nice To Haves

Experience supporting hyperscale customer service operations involving global logistics, RMA, or warranty programs.
Demonstrated ability to collaborate across regions, and time zones to support shared outcomes.
Experience influencing decisions through data, insights, and structured recommendations.
Inclusive leadership approach that supports engagement, accountability, and trust within matrix organizations.
Demonstrated ownership, curiosity, and attention to detail in complex operating environments.

Responsibilities

Deliver worldwide direction and collective accountability for Customer Care operations spanning multiple regions, service channels, and partners, ensuring consistent achievement of performance, quality, and customer experience outcomes.
Establish and develop the global Customer Care plan aligned with NVIDIA business priorities, promoting scalable service models that support growth, reliability, and operational efficiency.
Develop metrics like SLAs, CSAT, and quality indicators to improve customer service performance. Use data to support decision-making.
Build and sustain inclusive onboarding and continuous development programs that support system readiness, standardized operating procedures (SOPs), compliance requirements, and effective customer communication across regions.
Collaborate across Operations, Logistics, Repair Manufacturing, and Internal Support organizations to define and operationalize scalable inquiry handling, blocking issue, and resolution workflows.
Represent the Customer Care perspective by synthesizing frontline insights, operational trends, and service data to inform system roadmaps, process improvements, and product readiness.
Establish and grow the global Customer Care Center of Excellence (CoE), outlining capability standards, workforce models, regional coverage plans, capacity planning assumptions, and investment in system / tools roadmaps for scalability of future products.
Define and manage the global Customer Care operating model, including workflows, paths for addressing blocking issues, quality assurance practices, knowledge management, and cross-partner governance.
Provide leadership access to service performance, risks, and improvement opportunities, using analytics, automation, and cross-regional collaboration to support continuous improvement.
Partner with Human Resources to recruit, onboard, and develop Customer Care leaders and specialists, supporting succession planning, leadership development, and long term talent sustainability.