Senior RMA Customer Experience Manager

NVIDIA Corporation; Santa Clara (CA); Hybrid; USD 88,000 - 138,000; Full time

Benefits offered by this job

Equity

Job summary

NVIDIA Corporation in Santa Clara, CA is seeking a Senior RMA Customer Experience Manager to oversee end-to-end RMA case management and ensure timely replacements in line with SLAs.

You will collaborate with account teams, quality and manufacturing, track metrics, and drive improvements to improve customer uptime and buffering; strong data visualization and presentation skills are essential.

Qualifications

• Bachelor's degree or equivalent experience in QA, business administration, engineering, supply chain or related field.
• Minimum 5+ years of relevant experience.
• Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions.
• Ability to present data-driven insights with clear graphs and metrics to diverse audiences.

Responsibilities

• Manage RMA cases and lead replacement part fulfillment to clear backlog per SLAs.
• Attend customer meetings and provide accurate, up-to-date case status.
• Produce and review metrics; publish weekly status updates on open RMAs and supply commitments.
• Collaborate with quality and manufacturing teams to relay RMA updates across accounts.
• Track installations uptime and work with planning to maintain buffer stock near customers.
• Coordinate with production and repair planning to map supply allocations for open RMAs.
• Mentor and train other case managers as new programs develop for NPI and integration into the global team.

Skills

Analytical thinking

Problem solving

Data visualization

Excellent communication

Presentation skills

Customer-focused

Cross-functional collaboration

Supply chain knowledge

Team leadership

5+ years experience

RMA awareness

Education

Bachelor's degree in a relevant field

Tools

Case management applications

Job description

## Senior RMA Customer Experience ManagerApply: US, CA, Santa Clara: Full time: Posted Today: JR2026021The Senior RMA Customer Experience Manager will work with the key customer account team leads to ensure customers have timely case updates. The position has to decide on fulfilment priority based on Service Level Agreements and track regional buffer stock. The manager needs to work with account leads to track the impact of open RMAs on customer datacenter capacity, so as to make allocation decisions.What you’ll be doing:* Customer Satisfaction: Manage RMA cases and lead all aspects of replacement part fulfillment to clear the open RMA backlog per Service Level Agreements. Work with account teams to prioritize backlog in case of supply constraints.* Case Management: Attend customers meeting, provide accurate and up-to-date information on case status, track of customer feedback and develop strategies to improve the overall customer experience.* Metrics and Improvement: Generate case management metrics and analyze data to identify process improvement opportunities. Publish weekly status updates on open RMAs – supply commits, ready for pickup, shortage alerts.* Collaboration: Work closely with quality and manufacturing teams to effectively communicate RMA updates and statuses to customer account teams. Facilitate seamless information flow between teams to provide exceptional customer support.* Uptime and Buffer Stock: Track key customer installations uptime and work with planning team to maintain buffer stock near customer sites to proactively address potential supply shortages.* Supply Allocation: Collaborate with production and repair factory planners to map out supply allocations for the open RMA backlog. Optimize resource allocation for timely resolution.* Serve as Lead: Trainer and support for other case managers on program, process, customer interface and working internally as new programs develop for NPI and implemented into our global customer service team.What we need to see:* Bachelor's degree in a relevant field such as Quality Assurance, Business Administration, Engineering, Supply Chain Management, or related fields (or equivalent experience).* 5+ years of relevant experience.* Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions.* High proficiency in providing clear and concise graphs, metrics, and data visualizations to support decision-making and performance tracking.* Customer-centric approach with a focus on delivering outstanding service and maintaining positive relationships.* Excellent presentation skills with the ability to convey complex information in a compelling and understandable manner.* Proficiency in presenting data-driven insights to diverse audiences, including Directors, Managers, team members, collaborators, and customers.* Excellent communication skills, both written and verbal, to facilitate effective collaboration with cross-functional teams and customers.* Knowledge of supply chain dynamics, inventory management, and case management applications is advantageous.Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is 88,000 USD - 138,000 USD.You will also be eligible for equity and benefits.Applications for this job will be accepted at least until September 20, 2026.