Senior RMA Customer Service Transformation Engineer

NVIDIA•Santa Clara, CA

11d•$176,000 - $276,000

About The Position

NVIDIA is seeking a Senior RMA Customer Service Transformation Engineer to improve processes, systems, and tools within customer support and case management. The role partners with internal teams and key customers to support world-class service delivery across global service and repair supply chain operations. The engineer owns customer-facing case workflows from intake and triage through resolution and closure, while coordinating cross-functional efforts and addressing blockers. The role also improves customer service platforms, CRM systems, dashboards, and workflow tools; analyzes service data and root causes; supports executive reporting and customer updates; and leads initiatives to improve responsiveness, consistency, scalability, and customer experience. The position builds scalable customer management practices, governance mechanisms, and performance metrics. The expected base salary range is USD 176,000–276,000, with eligibility for equity and benefits. Applications will be accepted at least until November 3, 2026.

Requirements

More than 12 years of experience in large enterprise customer relations and case coordination, ideally within service, repair, and/or supply chain operations.
Solid understanding of customer service processes, including case intake, triage, handling blocking issues, resolution, and closure.
Practical experience with customer service platforms and tools, including SFDC, CRM, case management, ticketing, workflow, and service management systems.
Ability to translate customer service requirements into improvements in processes, systems, reporting, and the operating model.
Solid knowledge of service and repair supply chain processes, including planning, logistics, inventory, fulfillment, and repair operations.
Proven ability to manage customer concerns, operational risks, and cross-functional issue resolution.
Strong communication skills and customer service experience, including translating operational details into clear business and executive reports.
Strong analytical skills and comfort working with case metrics, dashboards, service levels, backlog, aging, and operational data.
Experience leading cross-functional transformation initiatives in a dynamic environment.
Bachelor’s degree in business, supply chain, operations, engineering, information systems, or equivalent experience.

Nice To Haves

Experience transforming customer service or case management operations for high-technology products serving large enterprise hyperscalers and data center service providers.
Demonstrated experience refining and advancing processes, service tools, case workflows, routing rules, dashboards, automation, and self-service options.
Lean, Six Sigma, APICS, PMP, ITIL, or similar operational certification.
Strong executive presence and ability to lead critical customer or business issues in a fast-paced setting.
Track record of using data, systems, and process development to drive measurable customer experience improvements.

Responsibilities

Lead transformation of customer service and case management processes and procedures throughout worldwide service and repair supply chain operations.
Own customer-facing workflows for intake, triage, addressing blocking issues, communication, resolution, and closure.
Partner with customer service, repair, logistics, planning, quality, IT, and business teams to improve service outcomes.
Improve customer service systems, CRM platforms, dashboards, and workflow tools to increase transparency and performance.
Analyze case trends, service performance, backlog, response times, aging, and root causes to drive corrective actions across the end-to-end turnaround-time lifecycle.
Support executive-level reporting, business reviews, and customer-facing updates.
Drive transformation initiatives that improve responsiveness, consistency, scalability, and customer happiness.
Build and deliver scalable customer management practices, governance mechanisms, and critical performance metrics.