Senior RMA & Customer Service Transformation Lead

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

Benefits offered by this job

Equity

Benefits package

Job summary

NVIDIA in Santa Clara seeks a Senior RMA Customer Service Transformation Engineer to lead the transformation of customer service and case management across the service and repair supply chain. You will partner with multiple teams to improve workflows, dashboards, and performance, driving end-to-end improvements.

The role requires 12+ years in enterprise customer relations, proficiency with SFDC/CRM, and a proven record of cross-functional transformation in hi-tech environments.

Qualifications

• Over 12 years of experience in large enterprise customer relations and case coordination.
• Solid understanding of customer service functional processes including intake, triage, resolution, and closure.
• Experience with customer service platforms and tools including SFDC, CRM, case management, ticketing, workflow, and service management systems.

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, 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.
• Build and deliver scalable customer management practices, governance mechanisms, and critical performance metrics.

Skills

Customer service leadership

Process transformation

Cross-functional collaboration

Data analysis

Executive reporting

Communication

Education

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

Tools

SFDC

CRM systems

Case management

Ticketing systems

Workflow tools

Service management systems

Job description

NVIDIA in Santa Clara seeks a Senior RMA Customer Service Transformation Engineer to lead the transformation of customer service and case management across the service and repair supply chain. You will partner with multiple teams to improve workflows, dashboards, and performance, driving end-to-end improvements.

The role requires 12+ years in enterprise customer relations, proficiency with SFDC/CRM, and a proven record of cross-functional transformation in hi-tech environments.