Senior RMA Customer Experience Manager

NVIDIA
Santa Clara
Workplace: OnsiteFull timeUSD 88,000 - 138,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Analytical","Problem-solving","Customer-centric","Communication","Presentation","Data visualization"]

Manage RMA cases and lead replacement-part fulfillment to clear open backlog against Service Level Agreements. Provide accurate case status updates and capture customer feedback to improve the customer experience. Generate and analyze RMA metrics, publish weekly supply and readiness updates, and collaborate with quality, manufacturing, and planning teams to track uptime, buffer stock, and supply allocation. Serve as a lead/trainer for case managers and support global customer service improvements.

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FursaFursa
NVIDIA
NVIDIA
1 day ago

Senior RMA Customer Experience Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Manage RMA cases and lead replacement-part fulfillment to clear open backlog against Service Level Agreements. Provide accurate case status updates and capture customer feedback to improve the customer experience. Generate and analyze RMA metrics, publish weekly supply and readiness updates, and collaborate with quality, manufacturing, and planning teams to track uptime, buffer stock, and supply allocation. Serve as a lead/trainer for case managers and support global customer service improvements.
Location: Santa Clara
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Manage RMA cases and lead replacement-part fulfillment to clear open RMA backlog per Service Level Agreements.
  • •Prioritize backlog with account teams when supply constraints occur and provide accurate, up-to-date case status information.
  • •Generate and analyze RMA case management metrics to identify process improvement opportunities, and publish weekly status updates.
  • •Collaborate with quality and manufacturing teams to communicate RMA updates and facilitate seamless information flow to customer account teams.
  • •Track installations uptime, maintain buffer stock near customer sites, and collaborate on supply allocation for timely RMA resolution.

Pay and Benefits

Salary: USD 88,000 - 138,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Bachelor’s degree in a relevant field (Quality Assurance, Business Administration, Engineering, Supply Chain Management) or equivalent experience.
  • •5+ years of relevant experience.
  • •Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions.
  • •High proficiency presenting clear, concise graphs/metrics/data visualizations to support decisions and performance tracking.
  • •Customer-centric approach with excellent written and verbal communication for cross-functional collaboration and customer updates.
Experience:5+ years
Education:Bachelor's
Skills:AnalyticalProblem-solvingCustomer-centricCommunicationPresentationData visualization

Company Brief

NVIDIA
Designs and manufactures GPUs, AI accelerators, and system-on-chip products for gaming, data centers, professional visualization, and automotive markets, enabling advanced graphics, AI, and high-performance computing solutions worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Santa Clara, United States
Founded: 1993
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