Principal Customer Services Program Manager

Job description

NVIDIA has been redefining computer graphics, personal computer gaming, and improved computing performance for more than 25 years. Today, we are leading the way in defining the next era of infrastructure powered by advanced technology. We deliver GPU-accelerated platforms that support hyperscale data centers, cloud environments, and AI factories worldwide. Our technology enables large-scale compute and high-performance networking systems that serve as the backbone for modern AI workloads. We are seeking a Service Technical Program Manager because our hyperscale customer base is growing rapidly. This person will coordinate large-scale, everyday service operations programs for NVIDIA platforms across global server facilities. Within the Service Operations organization, this role is passionate about supporting production deployments and maintaining ongoing operations. It also includes performing retrofit and upgrade programs aligned with hyperscale customer needs. This is a highly execution-focused role that bridges product engineering, field service, supply chain, and customer operations, ensuring NVIDIA systems remain performant, serviceable, and continuously optimized in live production environments. What you'll be doing: Lead end-to-end execution of large-scale service programs, coordinating compute platforms driven by GPUs and advanced networking technologies across production data centers. Support in-field service operations, including incident management, handling blocking issues, warranty delivery, and scalable hardware replacement strategies for customer field replaceable units. Plan and or coordinate support for infrastructure upgrades and retrofit programs across AI deployments, including system refreshes, field hardware swaps, firmware rollouts, and architecture changes. Collaborate with hyperscale customers to align service strategies with real-world data center operations, including rack-level deployment, cluster expansion, and failure domain development. Collaborate across NPI - Product Engineering, Hardware, and Networking teams to embed Serviceability principles into products. Support NPI-to-production transition planning, ensuring operational readiness across spares, repair workflows, tooling, and global logistics. When applicable, act as a main point of contact for hyperscale customers, handling field blocking issues, strengthening partnerships, and driving continuous service improvements. Apply data and operational insights to drive efficiency, and service delivery across deployed systems. Enable global field and regional teams through clear runbooks, training, tools, and standardized processes for compute and network infrastructure support. Build trusted relationships with customers through onsite and remote engagement, proactively improving service delivery, optimizing retrofit programs, and driving measurable operational success. What We Need to See: Bachelor’s degree (or equivalent experience) in Electrical, Mechanical, Computer, or Network Engineering, combined with strong program management expertise, including planning, execution, risk management, and delivery of complex technical programs across a global customer base. 15+ years proven ability supporting hyperscale or cloud data center environments, including extensive compute infrastructure and network technologies. Practical experience in leading production data center activities, such as hardware installation, rack setup, cluster initialization, and lifecycle oversight. Proven track record supporting GPU-based compute platforms and/or large-scale networking infrastructure in live environments. Demonstrable experience in field service operations, encompassing incident management, hardware replacement methods (FRU/CRU), and delivering service on a large scale. Experience leading large retrofit, upgrade, and refresh programs across distributed infrastructure fleets. Ownership of end-to-end service programs, spanning NPI readiness through deployment, sustaining operations, and end-of-life transitions. Solid understanding of service logistics, spares planning, and global supply chain coordination. Familiarity with customer support systems (e.g., Salesforce/SFDC) and data-driven tools for operational insights and decision-making. Ways to Stand Out from the Crowd: Experience working directly within hyperscale providers, supporting compute and networking infrastructure at scale. Ability to apply AI/ML-based tools to improve program clarity, optimize operations, and enable predictive decision-making. Proven leadership of initiatives involving multiple functions across engineering, field operations, distribution, and customer-facing teams. Solid ability to translate operational challenges into product improvements and serviceability enhancements. Analytical approach with experience driving service optimization and operational excellence, and an effective clear communicator who can influence both technical teams and executive collaborators. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is 240,000 USD - 379,500 USD. You will also be eligible for equity and benefits . Applications for this job will be accepted at least until July 13, 2026. This posting is for an existing vacancy. NVIDIA uses AI tools in its recruiting processes. NVIDIA is committed to fostering an inclusive work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.