Contact Center Manager

2100 NVIDIA USA; Santa Clara (CA); On-site; USD 72,000 - 115,000; Full time

Benefits offered by this job

Equity and benefits

Job summary

NVIDIA Corporation is seeking a Contact Center Manager to elevate customer experience globally. You will lead a high-performing team, translate data into actionable insights, and partner with IT to optimize tools and workflows.

You'll guide agents to become confident problem-solvers, maintain SLAs, and drive improvements in CSAT, QA, and efficiency across all channels. This role demands a people-first leader who thrives in a fast-paced environment and fosters collaboration.

Qualifications

• Bachelor's degree in Business Administration, Management, or equivalent experience.
• 4+ years in a customer support environment, including 2+ years in people management.
• People-first leader who balances emotional intelligence with operational excellence.
• Data-driven with ability to translate metrics into actionable improvements.

Responsibilities

• Lead and develop a high-performing contact center team, setting clear expectations and building an inclusive, customer-first culture.
• Handle daily duties and queue flow using phone, email, and chat to meet SLAs while ensuring quality.
• Own CRM, AHT, CSAT, QA metrics and lead initiatives to improve efficiency and customer outcomes.
• Use reporting and trend analysis to identify gaps, recommend improvements, and reduce repeat contacts.
• Partner with internal teams to streamline end-to-end customer workflows.
• Triage and escalate high-severity customer calls and security-related situations.
• Collaborate with IT to enhance call center software and tools for better support solutions.

Skills

People management

Customer support

Analytical skills

Communication

Change management

Education

Bachelor's degree in Business Administration, Management, or equivalent experience

Tools

CRM platforms

Contact center software

Job description

We are seeking a Contact Center Manager whose leadership goes beyond managing calls. A leader who can transform everyday interactions into innovative chances. In this role, you'll serve as the link between individuals and results, contributing to the growth and maintenance of our culture. You'll guide agents to become assured problem-solvers and translate data into actionable insights! Our global contact center represents NVIDIA's customer experience on a global scale. Your team manages various types of customer needs, from general questions and sensitive security matters to important partner concerns. You will lead a team handling inbound contacts worldwide, ensuring each interaction reflects NVIDIA's dedication to quality. The team also supports NVIDIA's business partners by providing training, updates on programs, and assistance with special resources and offers.

What you’ll be doing:

• Lead, manage, and develop a high-performing contact center team, setting clear expectations, strengthening accountability, and building an inclusive, customer-first culture.
• Handle daily duties and direct queue flow using phone, email, and chat to fulfill SLAs while guaranteeing quality and customer satisfaction.
• Own contact center benchmarks such as customer relations management (CRM), average handling time (AHT), customer satisfaction (CSAT), quality assurance (QA), and lead initiatives that improve efficiency, quality, and customer outcomes.
• Use reporting and trend analysis to identify gaps, recommend improvements, and reduce repeat contacts.
• Partner with internal teams to streamline and strengthen end-to-end customer workflows.
• Manage the triage and escalation of high severity customer calls and security related situations.
• Handle partner concerns and complex customer issues with confident decision-making, coordinating across departments to drive timely resolution and phenomenal experiences.
• Partner with IT to enhance call center software and tools to continuously improve support solutions.

What we need to see:

• Bachelor's degree in Business Administration, Management, or equivalent experience.
• 4+ overall years of experience in a customer support environment, including at least 2+ years in a people management role.
• A people-first leader who excels in a fast-paced environment and understands how to balance emotional intelligence with operational excellence.
• Strong analytical abilities to assess performance metrics and develop actionable plans.
• Strong ability to communicate clearly and work well with others to foster collaboration.
• Ability to drive and handle change in a fast-paced environment.
• Data-driven outlook with experience building reports, interpreting important metrics, and translating insights into improvements.
• Skilled in contact center software and CRM platforms.

Ways to stand out from the crowd:

• Advanced degree or comparable experience in a related field.
• Experience working in the technology sector or with products based on artificial intelligence.
• Proven success in driving significant improvements in customer happiness.
• Familiarity with NVIDIA products and services.
• Bilingual or multilingual abilities to support a diverse customer base.

Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is 72,000 USD - 115,000 USD. You will also be eligible for equity and benefits.

Applications for this job will be accepted at least until November 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.

NVIDIA pioneered accelerated computing. Today, our AI infrastructure powers global intelligence, transforming every industry.

Learn more about NVIDIA.