Senior RMA Customer Experience Manager

NVIDIA; Santa Clara (CA); On-site; USD 88,000 - 138,000; Full time

Benefits offered by this job

Equity

Benefits package

Job summary

NVIDIA in Santa Clara, CA seeks a Senior RMA Customer Experience Manager to lead end-to-end RMA fulfillment, prioritize backlog under SLAs, and partner with account teams to protect datacenter capacity.

The role requires strong analytics, data visualization, and cross-functional collaboration with quality, manufacturing, and planning teams to ensure timely resolutions and exceptional customer support. This position offers equity and a comprehensive benefits package.

Qualifications

• Bachelor’s degree in a relevant field (or equivalent experience).
• 5+ years of RMA, supply chain, or customer experience experience.
• Strong analytical and problem-solving skills.
• Ability to create clear graphs and data visualizations.
• Customer-centric approach with strong relationships.
• Excellent presentation and communication skills.
• Knowledge of supply chain dynamics and inventory management is advantageous.

Responsibilities

• Manage RMA cases and lead replacement part fulfillment to clear backlog per SLAs.
• Attend customer meetings and provide accurate case status.
• Generate and publish weekly status updates on open RMAs.
• Collaborate with quality and manufacturing 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.
• Serve as lead trainer for other case managers on programs and NPIs.

Skills

Analytical thinking

Problem solving

Data visualization

Communication skills

Presentation skills

Cross-functional collaboration

Supply chain knowledge

Education

Bachelor's degree in a relevant field

Job description

The 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.

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.