Senior RMA Customer Experience Manager
At a glance
Senior Customer Success role at NVIDIA. US, CA, Santa Clara · full-time · $88,000–$138,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Run RMA cases through replacement fulfillment, clearing backlog against customer Service Level Agreements
- Prioritize constrained supply with account teams and map allocations for open RMAs
- Give customers current case updates, capture feedback, and improve their support experience
- Produce weekly RMA status reports covering supply commits, pickups, and shortage alerts
- Track site uptime and regional buffer stock, coordinating with planning, quality, manufacturing, and repair teams
What you bring
- A bachelor’s degree in quality assurance, business administration, engineering, supply chain management, or a related field, or equivalent experience
- At least five years of relevant experience managing customer cases or related operations
- Strong analysis, problem-solving, presentation, and data-visualization skills for decisions and performance tracking
- Clear written and verbal communication with customers and cross-functional teams
Who this fits
You’ll suit a senior customer operations professional who can balance customer impact, supply constraints, RMA priorities, and service commitments. The role also fits someone comfortable presenting metrics to directors, managers, customers, and other collaborators. You’ll train and support other case managers while helping introduce new programs into a global customer service team.
From the employer
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.
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.Not this one either?
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