Senior Global Services Specialist, Customer Care Operations

Responsibilities

• Direct worldwide Customer Care operations across multiple regions, service channels, and partners to ensure consistent performance and quality.
• Establish a global Customer Care plan aligned with business priorities, focusing on scalable service models and operational efficiency.
• Develop and monitor key metrics including SLAs, CSAT, and quality indicators to drive data-driven decision-making.
• Build and manage a global Customer Care Center of Excellence (CoE), defining capability standards, workforce models, and capacity planning.
• Collaborate with Logistics, Repair Manufacturing, and Internal Support to operationalize scalable inquiry handling and resolution workflows.
• Synthesize frontline insights and operational trends to inform product readiness and system roadmaps.
• Partner with Human Resources to recruit, onboard, and develop global Customer Care leaders and specialists.
• Manage the global operating model, including knowledge management, quality assurance, and cross-partner governance.

Requirements

• Bachelor’s degree in Global Services, Operations, Engineering, or a related field.
• 10+ years of related professional experience.
• 5+ years of experience leading global or multi-region customer service or support organizations.
• Proven experience managing functional performance and operational accountability across matrixed teams.
• Experience supporting complex technology platforms such as compute, networking, or infrastructure products.
• Proficiency with enterprise systems and tools, specifically SAP and Salesforce (SFDC).
• Demonstrated experience using automation, AI, or machine learning to improve service efficiency.
• Strong analytical, problem-solving, and communication skills.

Preferred Qualifications

• Experience supporting hyperscale customer service operations involving global logistics, RMA, or warranty programs.
• Demonstrated ability to collaborate effectively across different regions and time zones.
• Experience influencing strategic decisions through data-driven insights and structured recommendations.
• Experience building or scaling Customer Care Centers of Excellence.

About the Company

NVIDIA is the pioneer of accelerated computing. We are transforming the world with AI, driving innovation across industries from data centers to automotive and gaming.