# Principal Customer Services Program Manager

**Company**: NVIDIA
**Location**: Santa Clara, CA
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://nvidia.wd5.myworkdayjobs.com/en-US/NVIDIAExternalCareerSite/job/US-CA-Santa-Clara/Principal-Customer-Services-Program-Manager_JR2019114?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b4f3ce69-5c2

## Description

We are seeking a Service Technical Program Manager because our hyperscale customer base is growing rapidly. This person will coordinate large-scale, everyday service operations programs for NVIDIA platforms across global server facilities.

Within the Service Operations organization, this role is passionate about supporting production deployments and maintaining ongoing operations. It also includes performing retrofit and upgrade programs aligned with hyperscale customer needs.

**Responsibilities:**

- Lead end-to-end execution of large-scale service programs, coordinating compute platforms driven by GPUs and advanced networking technologies across production data centers.

- Support in-field service operations, including incident management, handling blocking issues, warranty delivery, and scalable hardware replacement strategies for customer field replaceable units.

- Plan and coordinate support for infrastructure upgrades and retrofit programs across AI deployments, including system refreshes, field hardware swaps, firmware rollouts, and architecture changes.

- Collaborate with hyperscale customers to align service strategies with real-world data center operations, including rack-level deployment, cluster expansion, and failure domain development.

- Collaborate across NPI - Product Engineering, Hardware, and Networking teams to embed Serviceability principles into products.

- Support NPI-to-production transition planning, ensuring operational readiness across spares, repair workflows, tooling, and global logistics.

- Act as a main point of contact for hyperscale customers, handling field blocking issues, strengthening partnerships, and driving continuous service improvements.

- Apply data and operational insights to drive efficiency and service delivery across deployed systems.

- Enable global field and regional teams through clear runbooks, training, tools, and standardized processes for compute and network infrastructure support.

- Build trusted relationships with customers through onsite and remote engagement, proactively improving service delivery, optimizing retrofit programs, and driving measurable operational success.

**Requirements:**

- Bachelor’s degree (or equivalent experience) in Electrical, Mechanical, Computer, or Network Engineering, combined with strong program management expertise.

- 15+ years proven ability supporting hyperscale or cloud data center environments.

- Practical experience in leading production data center activities.

- Proven track record supporting GPU-based compute platforms and/or large-scale networking infrastructure in live environments.

- Demonstrable experience in field service operations.

- Experience leading large retrofit, upgrade, and refresh programs across distributed infrastructure fleets.

- Ownership of end-to-end service programs.

- Solid understanding of service logistics, spares planning, and global supply chain coordination.

- Familiarity with customer support systems and data-driven tools for operational insights and decision-making.

**Benefits:**

- Equity

- Benefits

## Skills

### Required
- GPU-based compute platforms
- large-scale networking infrastructure
- field service operations
- incident management
- hardware replacement methods
- service logistics
- spares planning
- global supply chain coordination
- customer support systems
- data-driven tools

### Nice to have
- AI/ML-based tools
- predictive decision-making
- leadership of initiatives involving multiple functions

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Source: [Apply at nvidia.wd5.myworkdayjobs.com](https://nvidia.wd5.myworkdayjobs.com/en-US/NVIDIAExternalCareerSite/job/US-CA-Santa-Clara/Principal-Customer-Services-Program-Manager_JR2019114?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)