Senior RMA & Customer Service Transformation Engineer

NVIDIA; Santa Clara (CA); On-site; USD 176,000 - 276,000; Full time

Benefits offered by this job

Equity

Job summary

NVIDIA is seeking a Senior RMA Customer Service Transformation Engineer in Santa Clara, CA to lead transformation across service and repair operations worldwide. You will own intake, triage, blocking issues, communication, and closure of customer cases, partnering with service, logistics, IT, and business teams to improve outcomes.

You will analyze case trends and metrics, drive governance and executive reporting, and build scalable practices that increase responsiveness, visibility, and

Qualifications

• Over 12 years of experience in large enterprise customer relations and case coordination, ideally within service, repair, and/or supply chain operations.
• Solid understanding of customer service processes: intake, triage, blocking issues, resolution and closure.
• Experience with customer service platforms and tools including SFDC, CRM, case management, ticketing, workflow, and service management systems.
• Ability to transform customer service requirements into adjustments in processes, systems, reporting, and operating model.
• Knowledge of service and repair supply chain processes including planning, logistics, inventory, and repair operations.
• Proven track record of managing customer concerns, operational risks, and cross-functional issue resolution.
• Strong communication skills and ability to translate operational details into executive reports.
• Strong analytical skills and experience with case metrics, dashboards, service levels, backlog, aging, and operating data.
• Experience leading cross-functional transformation initiatives in a dynamic environment.

Responsibilities

• Provide transformation leadership of customer service and case management processes across service and repair supply chain operations worldwide.
• Own customer-facing workflows for intake, triage, blocking issues, communication, resolution, and closure.
• Partner with service, repair, logistics, planning, quality, IT, and business teams to improve outcomes.
• Improve customer service systems, CRM platforms, dashboards, and workflow tools for transparency and performance.
• Analyze case trends, service performance, backlog, response times, aging, and root causes to drive corrective actions across end-to-end lifecycle.
• Support executive reporting, business reviews, and customer-facing updates.
• Drive initiatives to improve responsiveness, consistency, scalability, and customer happiness.
• Build scalable customer management practices, governance mechanisms, and key performance metrics.

Skills

Transformation leadership

Customer service

Case management

Cross-functional collaboration

Process improvement

Analytics

Communication

Executive reporting

Education

Bachelor's degree in business, supply chain, operations, engineering, or information systems

Tools

SFDC

CRM systems

Case management software

Job description

NVIDIA is seeking a Senior RMA Customer Service Transformation Engineer in Santa Clara, CA to lead transformation across service and repair operations worldwide. You will own intake, triage, blocking issues, communication, and closure of customer cases, partnering with service, logistics, IT, and business teams to improve outcomes.

You will analyze case trends and metrics, drive governance and executive reporting, and build scalable practices that increase responsiveness, visibility, and