Senior RMA Customer Experience Manager

NVIDIA
Santa Clara
Full timeUSD 136,000 - 212,750 annuallyFunction: Customer Success & Account ManagementExperience: 12+ yearsEducation: bachelorsSkills: ["Analytical thinking","Problem-solving","Customer-centricity","Communication","Presentation"]

Own the end-to-end RMA customer experience by managing case updates and leading replacement part fulfillment to clear open backlogs against Service Level Agreements. Partner with customer account teams and cross-functional quality, manufacturing, and planning groups to track feedback, supply commits, shortages, and buffer stock near customer sites. Use case management metrics and data visualizations to drive process improvements, publish weekly status updates, and train other case managers as programs evolve.

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FursaFursa
NVIDIA
NVIDIA
4 days ago

Senior RMA Customer Experience Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Own the end-to-end RMA customer experience by managing case updates and leading replacement part fulfillment to clear open backlogs against Service Level Agreements. Partner with customer account teams and cross-functional quality, manufacturing, and planning groups to track feedback, supply commits, shortages, and buffer stock near customer sites. Use case management metrics and data visualizations to drive process improvements, publish weekly status updates, and train other case managers as programs evolve.
Location: Santa Clara
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, prioritizing under supply constraints.
  • •Attend customer meetings and provide accurate, up-to-date case status while tracking customer feedback and improving customer experience.
  • •Generate and analyze case management metrics; publish weekly status updates including supply commits, pickup readiness, and shortage alerts.
  • •Collaborate with quality and manufacturing teams to communicate RMA updates to customer account teams and ensure seamless information flow.
  • •Track installation uptime and buffer stock near customer sites, then collaborate with production/repair planners to map and optimize supply allocations for timely resolution.

Pay and Benefits

Salary: USD 136,000 - 212,750 annually

Key Requirements

  • •Bachelor’s degree in a relevant field (Quality Assurance, Business Administration, Engineering, or Supply Chain Management) or equivalent experience.
  • •12+ years of relevant experience.
  • •Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions.
  • •High proficiency creating clear graphs, metrics, and data visualizations to support decision-making and performance tracking.
  • •Customer-centric approach with excellent written and verbal communication skills for cross-functional collaboration with customers.
Experience:12+ years
Education:Bachelor's
Skills:Analytical thinkingProblem-solvingCustomer-centricityCommunicationPresentation

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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