NVIDIA Corporation

Senior RMA Customer Service Transformation Engineer

NVIDIA Corporation$176K — $276K *
Consumer Technology
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • 12+ years of experience in enterprise customer relations and case coordination, especially in service, repair, or supply chain operations.
  • Thorough understanding of customer service processes: intake, triage, resolution, and closure.
  • Hands-on experience with customer service platforms like SFDC and case management systems.
  • Ability to transform service requirements into improved processes and systems.
  • Knowledge of supply chain processes including logistics, inventory, and fulfillment operations.
  • Proven capability in managing customer concerns and cross-functional problem-solving.
  • Strong analytical skills with experience in metrics and operational data.

Responsibilities

  • Lead transformation of customer service and case management processes globally.
  • Own workflows for customer intake, issue resolution, and closure.
  • Collaborate with various teams to enhance service outcomes.
  • Enhance customer service systems and tools for better performance transparency.
  • Analyze service data to identify trends and drive corrective actions.
  • Support executive reporting and customer updates.
  • Initiate changes that elevate responsiveness and customer satisfaction.

Benefits

  • Equity options available for qualifying employees.
  • Comprehensive benefits package offered.
  • Access to cutting-edge AI tools within the workplace.
  • Professional growth and development opportunities.
  • Flexible work environment fostering innovation.
Full Job Description
The Senior RMA Customer Service Transformation Engineer will be accountable for improving processes, systems, and tools within customer support and case management. This role requires partnering with internal teams and key customers to ensure world-class service delivery.

What You'll Be Doing:
  • Provide transformation leadership of customer service and case management process and procedures throughout service and repair supply chain operations worldwide.
  • 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 complete TAT (end-to-end 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.


What We Need To See:
  • Over 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 functional processes, including case intake, triage, handling of blocking issues, resolution, and closure.
  • Practical experience with customer service platforms and tools including SFDC, CRM, case management, ticketing, workflow, and service management systems.
  • Capability to transform customer service requirements into positive adjustments in processes, systems, reporting, and the operating model.
  • Solid knowledge of service and repair supply chain processes, encompassing planning, logistics, inventory, fulfillment, and repair operations.
  • Proven track record of managing customer concerns, operational risks, and cross-functional issue resolution.
  • Strong communication skills and customer service experience converting operational specifics 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.


Ways to Stand Out from the Crowd:
  • Experience transforming customer service or case management operations for hi-technology products with large enterprise (Hyperscalers) and data center service providers.
  • Demonstrated experience in 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.


Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is 176,000 USD - 276,000 USD.

You will also be eligible for equity and benefits.

Applications for this job will be accepted at least until September 1, 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
Net Income
$4.3 billion
Founded
1993
5 Year Trend
+31.3%
Revenue
$16.6 billion
NASDAQ

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