Senior RMA Customer Experience Manager
At a glance
Senior Customer Success role at NVIDIA. US, CA, Santa Clara · full-time · $136,000–$212,750 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage replacement-part fulfillment to reduce open RMA cases within customer service agreements
- Use supply availability and datacenter capacity impacts to set backlog priorities and allocation decisions
- Give customers current case information, capture feedback, and improve their support experience
- Publish weekly updates covering supply commitments, pickup readiness, and shortage warnings
- Coordinate quality, manufacturing, production, repair, and planning teams while coaching other case managers
What you bring
- A relevant bachelor's degree or equivalent experience in quality, business, engineering, or supply chain
- At least twelve years of relevant experience handling comparable work
- Strong analysis, problem-solving, communication, presentation, and data-visualization abilities
- Knowledge of supply chain operations, inventory control, and case-management software
Who this fits
You’ll suit a senior customer operations professional who can manage RMA fulfillment, interpret metrics, and explain complex updates to customers and internal leaders. The work calls for close coordination across account, quality, manufacturing, production, repair, and planning teams, plus support for other case managers. The listed base salary is $136,000 to $212,750, with equity and benefits.
From the employer
The Senior RMA Customer Experience Manager will work with the key customer account team leads to ensure customers have timely case updates. The position has to decide on fulfilment priority based on Service Level Agreements and track regional buffer stock. The manager needs to work with account leads to track the impact of open RMAs on customer datacenter capacity, so as to make allocation decisions.
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).
- 12+ 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 25, 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?
Claude or ChatGPT reads the other 90,537 for you.
Get better matches →
