NVIDIA
SeniorManager,CustomerCare–GlobalServices
“Senior Manager, Customer Care– Global Services at NVIDIA. Skills: Customer Care, Global Services, Operations management. Deliver worldwide direction for Customer Care operations. Ensure consistent achievement of outcomes”
What You'll Achieve.
Achieve uniform outcomes worldwide; Ensure trusted service performance; Maintain robust customer relationships
Industry & Context.
Problem-solving; Analytical skills
30% travel
What They're Looking For.
Must Have
Bachelor's degree or equivalent experience, 10+ years overall related experience, 5+ years leading global customer service organizations, Experience supporting complex technology platforms, Experience scaling enterprise systems and tools, Demonstrated experience using automation, AI, or machine learning, Experience building, scaling, or operating Customer Care Centers of Excellence, Ability to communicate clearly and collaborate effectively, Analytical and problem-solving skills
Nice to Have
Experience supporting hyperscale customer service operations, Experience collaborating across regions and time zones, Experience influencing decisions through data, Inclusive leadership approach
What You'll Do.
Deliver worldwide direction for Customer Care operations
Ensure consistent achievement of outcomes
Establish global Customer Care plan
and operational efficiency
Develop metrics to improve customer service performance
Use data to support decision-making
Build and sustain onboarding programs
Support system readiness and SOPs
Collaborate across Operations
Define and operationalize inquiry handling workflows
Represent Customer Care perspective
Synthesize frontline insights to inform roadmaps
Establish and grow Customer Care Center of Excellence
Outline capability standards and workforce models
Define and manage global Customer Care operating model
Provide leadership access to service performance
Support continuous improvement
Partner with Human Resources to recruit leaders
Develop Customer Care leaders and specialists
Support succession planning and leadership development
How You'll Work.
Team & Collaboration
Cross-functional teams; Regional teams; Service providers; Senior collaborators
Communication Scope
Customer communication
Process & Methodology
Roadmap planning
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