Senior Customer Service Transformation Engineer (Equity Eligible)

NVIDIA; United States; On-site; USD 176,000 - 276,000; Full time

Benefits offered by this job

Equity

Benefits package

Job summary

NVIDIA is seeking a Senior RMA Customer Service Transformation Engineer to lead end-to-end improvements of customer service and case management across service and repair operations worldwide.

You will collaborate with internal teams and key customers to optimize intake, triage, communications, resolution, and closure, while upgrading CRM platforms, dashboards, and workflow tools to increase transparency, performance, and customer happiness.

Qualifications

• 12+ years of enterprise customer relations and case coordination in service, repair, or supply chain operations.
• Strong understanding of customer service processes including intake, triage, and closure.
• Experience with SFDC, CRM, case management, ticketing, workflow and service management systems.
• Ability to translate requirements into improved processes, reporting and operating models.
• Knowledge of service and repair supply chain processes.

Responsibilities

• Provide transformation leadership of customer service and case management processes 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 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.

Skills

Strong communication

Analytical skills

Cross-functional collaboration

Executive reporting

Education

Bachelor's degree in business or related field

Tools

SFDC

CRM systems

Ticketing systems

Dashboard tools

Job description

NVIDIA is seeking a Senior RMA Customer Service Transformation Engineer to lead end-to-end improvements of customer service and case management across service and repair operations worldwide.

You will collaborate with internal teams and key customers to optimize intake, triage, communications, resolution, and closure, while upgrading CRM platforms, dashboards, and workflow tools to increase transparency, performance, and customer happiness.