# Senior Global Services Specialist, Customer Care Operations

**Company**: NVIDIA
**Location**: Hong Kong, STP
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://nvidia.wd5.myworkdayjobs.com/en-US/NVIDIAExternalCareerSite/job/Hong-Kong-STP/Senior-Global-Services-Specialist--Customer-Care-Operations_JR2016495?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f35e8a85-434

## Description

We are seeking a Senior Global Services Specialist for Customer Care Operations to lead the delivery of high-quality experiences for customers in hyperscale, cloud, enterprise, and research markets. The successful candidate will oversee worldwide Customer Care operations, ensuring uniform outcomes across regions and service providers.

The role involves directing full Customer Care delivery across a multi-region contact center and third-party logistics system, supporting warranty and RMA programs, repairs, returns, and replenishment. The ideal candidate will balance operational excellence with ongoing development, driving growth while maintaining trusted service performance and robust customer relationships.

**Key Responsibilities:**

- Deliver worldwide direction and collective accountability for Customer Care operations across multiple regions, service channels, and partners.

- Establish and develop the global Customer Care plan aligned with NVIDIA business priorities.

- Develop metrics to improve customer service performance and use data to support decision-making.

- Build and sustain inclusive onboarding and continuous development programs.

- Collaborate across Operations, Logistics, Repair Manufacturing, and Internal Support organizations.

- Represent the Customer Care perspective by synthesizing frontline insights, operational trends, and service data.

- Establish and grow the global Customer Care Center of Excellence (CoE).

- Define and manage the global Customer Care operating model.

- Provide leadership access to service performance, risks, and improvement opportunities.

- Partner with Human Resources to recruit, onboard, and develop Customer Care leaders and specialists.

- Expect at least 30% travel for partner meetings, business reviews, and quarterly/bi-annual strategy sessions.

**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 organizations.

- 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 Centers 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.

## Skills

### Required
- Global Services Business
- Operations
- Engineering
- Customer Service
- Leadership
- Automation
- AI
- Machine Learning
- SAP
- Salesforce (SFDC)

### Nice to have
- Hyperscale customer service operations
- Global logistics
- RMA
- Warranty programs
- Inclusive leadership approach
- Data analysis
- Structured recommendations

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Source: [Apply at nvidia.wd5.myworkdayjobs.com](https://nvidia.wd5.myworkdayjobs.com/en-US/NVIDIAExternalCareerSite/job/Hong-Kong-STP/Senior-Global-Services-Specialist--Customer-Care-Operations_JR2016495?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)