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!
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.
Key Responsibilities:
- Direct 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 organisations to define and operationalize scalable inquiry handling, blocking issue, and resolution workflows.
- Represent the Customer Care perspective by synthesizing frontline insights, operational trends, and service data to inform system roadmaps, process improvements, and product readiness.
- Establish and grow the global Customer Care Center of Excellence (CoE), outlining capability standards, workforce models, regional coverage plans, capacity planning assumptions, and investment in system/tools roadmaps for scalability of future products.
- Define and manage the global Customer Care operating model, including workflows, paths for addressing blocking issues, quality assurance practices, knowledge management, and cross-partner governance.
- Provide leadership access to service performance, risks, and improvement opportunities, using analytics, automation, and cross-regional collaboration to support continuous improvement.
- Partner with Human Resources to recruit, onboard, and develop Customer Care leaders and specialists, supporting succession planning, leadership development, and long-term talent sustainability.
Requirements:
- Bachelor's degree or equivalent experience in Global Services Business, Operations, Engineering or a related field.
- 10+ years of overall related experience, including 5+ years of demonstrated success leading global or multi-region customer service or support organisations with direct performance management responsibility.
- Experience supporting complex technology platforms, such as compute, networking, or infrastructure products.
- Experience scaling enterprise systems and tools, such as SAP and Salesforce (SFDC).
- Demonstrated experience using automation, AI, or machine learning to improve service efficiency and customer outcomes.
- Experience building, scaling, or operating Customer Care Centres of Excellence.
- Ability to communicate clearly and collaborate effectively across senior collaborators and cross-functional teams.
- Strong analytical and problem-solving skills, while operating in high-availability, fast-changing environments.
Preferred Qualifications:
- Experience supporting hyperscale customer service operations involving global logistics, RMA, or warranty programs.
- Demonstrated ability to collaborate across regions, and time zones to support shared outcomes.
- Experience influencing decisions through data, insights, and structured recommendations.
- Inclusive leadership approach that supports engagement, accountability, and trust within matrix organisations.
- Demonstrated ownership, curiosity, and attention to detail in complex operating environments.
Widely considered to be one of the technology world's most desirable employers, NVIDIA offers highly competitive salaries and a comprehensive benefits package. As you plan your future, see what we can offer to you and your family www.nvidiabenefits.com/
You will also be eligible for equity and benefits.
Applications for this job will be accepted at least until May 30, 2026.
This posting is for an existing vacancy.
NVIDIA uses AI tools in its recruiting processes.