Senior RMA Customer Service Transformation Engineer

Job description

As one of the technology industry's most desirable employers, NVIDIA is an industry leader in high performance computing, gaming and AI. NVIDIA's GPUs are extraordinary in performance and efficiency, and we are continually innovating in creative ways to deliver outstanding solutions in a wide range of sectors. 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. With competitive salaries and a generous benefits package, we are widely considered to be technology industry's best employers. If you're a creative and autonomous engineer with a real passion for technology, we want to hear from you. Come build the future with us! 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. 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.