Senior RMA & Customer Experience Lead

NVIDIA; Santa Clara (CA); On-site; USD 136,000 - 213,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

NVIDIA seeks a Senior RMA Customer Experience Manager to lead replacement-fulfillment and backlog reduction under SLA guidance. You will collaborate with account teams, quality, and manufacturing to provide timely status updates and data-driven insights.

You will also develop metrics, improve processes, and train other case managers on new programs while ensuring strong customer satisfaction and proactive supply management.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 12+ years of relevant experience.
• Strong analytical and problem-solving skills to drive improvements.
• Proficiency in graphs, metrics, and data visualizations for decision-making.
• Customer-centric approach with focus on outstanding service.
• Excellent presentation skills to convey complex information.
• Ability to present data-driven insights to diverse audiences including Directors and customers.
• Excellent written and verbal communication for cross-functional collaboration.
• Knowledge of supply chain dynamics, inventory management, and case management apps is advantageous.

Responsibilities

• Manage RMA cases and lead replacement part fulfillment to clear backlog per SLAs.
• Attend customer meetings and provide up-to-date case status and feedback.
• Generate case management metrics and publish weekly updates.
• Collaborate with quality and manufacturing teams to communicate RMA updates.
• Track installations uptime and maintain buffer stock near customer sites.
• Map supply allocations with production and repair planners for timely resolution.
• Lead and onboard other case managers for new programs and processes.

Skills

RMA management

Data analysis

Data visualization

Communication skills

Presentation skills

Customer focus

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Tools

Case management software

Data visualization tools

Job description

NVIDIA seeks a Senior RMA Customer Experience Manager to lead replacement-fulfillment and backlog reduction under SLA guidance. You will collaborate with account teams, quality, and manufacturing to provide timely status updates and data-driven insights.

You will also develop metrics, improve processes, and train other case managers on new programs while ensuring strong customer satisfaction and proactive supply management.