NVIDIA Corporation

Senior RMA Customer Experience Manager

NVIDIA Corporation • $136K — $212K *
Santa Clara, CA 95051In-Person
Business Services
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Quality Assurance, Business Administration, Engineering, Supply Chain Management, or related fields (or equivalent experience)
  • 12+ years of relevant experience
  • Strong analytical and problem-solving skills
  • High proficiency in data visualization and performance metrics
  • Customer-centric approach with outstanding service focus
  • Excellent presentation and communication skills
  • Knowledge of supply chain dynamics and inventory management is advantageous

Responsibilities

  • Manage RMA cases and lead replacement part fulfillment to clear open backlog
  • Attend customer meetings to provide case status updates and track feedback
  • Generate and analyze metrics for process improvement
  • Collaborate with quality and manufacturing teams for effective communication
  • Track customer installation uptime and maintain buffer stock
  • Work with production planners to optimize supply allocations for RMAs
  • Train and support other case managers on program and process

Benefits

  • Eligible for equity
  • Comprehensive benefits package
  • Opportunity to work with leading technology in customer service
  • Collaboration across cross-functional teams
Full Job Description
The Senior RMA Customer Experience Manager will work with the key customer account team leads to ensure customers have timely case updates. The position has to decide on fulfilment priority based on Service Level Agreements and track regional buffer stock. The manager needs to work with account leads to track the impact of open RMAs on customer datacenter capacity, so as to make allocation decisions.

What you'll be doing:
  • Customer Satisfaction: Manage RMA cases and lead all aspects of replacement part fulfillment to clear the open RMA backlog per Service Level Agreements. Work with account teams to prioritize backlog in case of supply constraints.
  • Case Management: Attend customers meeting, provide accurate and up-to-date information on case status, track of customer feedback and develop strategies to improve the overall customer experience.
  • Metrics and Improvement: Generate case management metrics and analyze data to identify process improvement opportunities. Publish weekly status updates on open RMAs - supply commits, ready for pickup, shortage alerts.
  • Collaboration: Work closely with quality and manufacturing teams to effectively communicate RMA updates and statuses to customer account teams. Facilitate seamless information flow between teams to provide exceptional customer support.
  • Uptime and Buffer Stock: Track key customer installations uptime and work with planning team to maintain buffer stock near customer sites to proactively address potential supply shortages.
  • Supply Allocation: Collaborate with production and repair factory planners to map out supply allocations for the open RMA backlog. Optimize resource allocation for timely resolution.
  • Serve as Lead: Trainer and support for other case managers on program, process, customer interface and working internally as new programs develop for NPI and implemented into our global customer service team.


What we need to see:
  • Bachelor's degree in a relevant field such as Quality Assurance, Business Administration, Engineering, Supply Chain Management, or related fields (or equivalent experience).
  • 12+ years of relevant experience.
  • Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions.
  • High proficiency in providing clear and concise graphs, metrics, and data visualizations to support decision-making and performance tracking.
  • Customer-centric approach with a focus on delivering outstanding service and maintaining positive relationships.
  • Excellent presentation skills with the ability to convey complex information in a compelling and understandable manner.
  • Proficiency in presenting data-driven insights to diverse audiences, including Directors, Managers, team members, collaborators, and customers.
  • Excellent communication skills, both written and verbal, to facilitate effective collaboration with cross-functional teams and customers.
  • Knowledge of supply chain dynamics, inventory management, and case management applications is advantageous.


Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is 136,000 USD - 212,750 USD.

You will also be eligible for equity and benefits.

Applications for this job will be accepted at least until August 7, 2026.

This posting is for an existing vacancy.

NVIDIA uses AI tools in its recruiting processes.

About NVIDIA Corporation

Nvidia, a global leader in graphics, gaming, and AI technology, offers Nvidia careers and internship opportunities for those passionate about driving innovation in the tech industry. you'll find a company committed to growth, teamwork, and leadership in computer science and machine learning domains.

About Nvidia

A Pioneer in Technology and Innovation

Nvidia has cemented its reputation as a powerhouse in developing advanced graphics processing units (GPUs) and has significantly contributed to the gaming industry's evolution. Moreover, its foray into AI and machine learning has opened new frontiers in technology, making Nvidia a beacon of innovation and a desirable workplace for ambitious tech professionals.

Job Opportunities

Diverse Positions in a Dynamic Field

Nvidia is continuously on the lookout for talented individuals across various domains, including hardware and software engineering, product design, marketing, and sales. Employment opportunities at Nvidia are vast, catering to a wide range of expertise and career aspirations.

Employment in Hardware and Graphics

For those fascinated by the intricacies of hardware and graphics technology, Nvidia offers positions that sit at the forefront of gaming and computing advancements.

Growth in Machine Learning and AI

Nvidia's leadership in AI and machine learning has created numerous vacancies for specialists eager to contribute to groundbreaking projects.

Recruitment in Computer Science

With the constant demand for innovation, Nvidia's recruitment efforts focus on computer science experts capable of pushing the boundaries of what's possible.

Internship Program

Opening Doors to Future Innovators

Nvidia's internship program is designed to nurture the next generation of technology leaders, offering hands-on experience in a culture that celebrates creativity and teamwork.

Benefits and Culture

Interns at Nvidia enjoy a plethora of benefits, from competitive stipends to mentorship opportunities, all within an environment that values growth and learning.

Opportunities for Students

Whether you're an undergraduate, a master's student, or a Ph.D. candidate, Nvidia's internships provide a real-world glimpse into the tech industry, offering valuable experience in various technology fields.

Pathways to Full-Time Employment

Many interns have transitioned into full-time positions, marking the start of successful careers at Nvidia. The internship program is more than a stepping stone into the company; it’s an investment in the professional development of interns. The goal is to ensure that interns are well-equipped for future challenges.

Nvidia Careers: More Than Just a Job

Nvidia offers more than just a job to its employees; it provides a front-row seat on the journey into the future of technology. Nvidia stands as a pillar of innovation with its vast opportunities in hardware, graphics, gaming, machine learning, and computer science. Nvidia careers serve as a launching pad for talented workers who aim to redefine the technological landscape. Whether through full-time positions or internships, joining Nvidia means contributing to a legacy of breakthroughs and becoming part of a global community dedicated to pushing the boundaries of what's possible.
Learn more about NVIDIA Corporation
Size
22,473 employees
Market Cap
$350.4 billion
Industry
Manufacturing & Automotive
Net Income
$4.3 billion
Founded
1993
5 Year Trend
+31.3%
Revenue
$16.6 billion
NASDAQ
NVDA
* Ladders Estimates

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