NVIDIA
SeniorManager,CustomerCare–GlobalServices
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“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
Full Job Description
We are looking for a Global Services Leader of Customer Care operations for NVIDIA’s Compute and Networking portfolio. This role focuses on delivering reliable, high-quality experiences to customers in hyperscale, cloud, enterprise, and research markets! It requires close collaboration with regional teams and service providers to achieve uniform outcomes worldwide. This leader directs full Customer Care delivery across a multi-region contact center and third-party logistics (3PL) system, supporting warranty and RMA programs, repairs, returns, and replenishment. The role balances operational excellence with ongoing development, developing for NVIDIA’s growth while ensuring trusted service performance and robust customer relationships. **This role involves approximately 30% travel for partner meetings, business reviews, and quarterly or biannual strategic sessions.** **What you’ll be doing:** * Deliver worldwide direction and collective accountability for Customer Care operations spanning multiple regions, service channels, and partners, ensuring consistent achievement of performance, quality, and customer experience outcomes. * Establish and develop the global Customer Care plan aligned with NVIDIA business priorities, promoting scalable service models that support growth, reliability, and operational efficiency. * Develop metrics like SLAs, CSAT, and quality indicators to improve customer service performance. Use data to support decision-making. * Build and sustain inclusive onboarding and continuous development programs that support system readiness, standardized operating procedures (SOPs), compliance requirements, and effective customer communication across regions. * Collaborate across Operations, Logistics, Repair Manufacturing, and Internal Support organizations to define and operationalize scalable inquiry handling, blocking issue, and resolution workflows. * Represent the Customer Care perspective by synthesizing frontline insights, operational trends, and s
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