Principal Customer Services Program Manager

Details

NVIDIA is seeking a Service Technical Program Manager to coordinate large-scale service operations programs for NVIDIA platforms across global hyperscale server facilities. This execution-focused role bridges product engineering, field service, supply chain, and customer operations to support production deployments, retrofit and upgrade programs, and ongoing operations for GPU-accelerated compute and advanced networking systems in live data center environments.

Responsibilities

• Lead end-to-end execution of large-scale service programs for GPU-driven compute platforms and advanced networking across production data centers.
• Support in-field service operations: incident management, handling blocking issues, warranty delivery, and scalable hardware replacement strategies for field replaceable units (FRU/CRU).
• Plan and coordinate infrastructure upgrades and retrofit programs (system refreshes, field hardware swaps, firmware rollouts, architecture changes) across AI deployments.
• Collaborate with hyperscale customers on rack-level deployment, cluster expansion, and failure domain development to align service strategies with real-world data center operations.
• Work cross-functionally with NPI/Product Engineering, Hardware, and Networking teams to embed serviceability principles into products and support NPI-to-production transition planning.
• Ensure operational readiness across spares, repair workflows, tooling, and global logistics.
• Act as a point of contact for hyperscale customers when applicable, addressing field blocking issues 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 runbooks, training, tools, and standardized processes for compute and network infrastructure support.
• Build trusted customer relationships through onsite and remote engagement and drive measurable operational success for retrofit programs.

Requirements

• Bachelor’s degree (or equivalent experience) in Electrical, Mechanical, Computer, or Network Engineering, plus strong program management expertise.
• 15+ years of experience supporting hyperscale or cloud data center environments, including extensive compute infrastructure and network technologies.
• Practical experience leading production data center activities: hardware installation, rack setup, cluster initialization, and lifecycle oversight.
• Proven experience supporting GPU-based compute platforms and/or large-scale networking infrastructure in live environments.
• Demonstrable experience in field service operations, including incident management and hardware replacement methods (FRU/CRU) at scale.
• Experience leading large retrofit, upgrade, and refresh programs across distributed infrastructure fleets.
• Ownership of end-to-end service programs from NPI readiness through deployment, sustaining operations, and end-of-life transitions.
• Solid understanding of service logistics, spares planning, and global supply chain coordination.
• Familiarity with customer support systems (e.g., Salesforce/SFDC) and data-driven tools for operational insights and decision-making.

Ways to Stand Out

• Direct experience working within hyperscale providers supporting compute and networking infrastructure at scale.
• Ability to apply AI/ML-based tools to improve program clarity, optimize operations, and enable predictive decision-making.
• Proven leadership of cross-functional initiatives involving engineering, field operations, distribution, and customer-facing teams.
• Strong ability to translate operational challenges into product improvements and serviceability enhancements.
• Analytical approach with experience driving service optimization and operational excellence and strong communication skills with technical teams and executives.

Compensation and Benefits

• Base salary range: 240,000 USD - 379,500 USD (determined by location, experience, and pay of employees in similar positions).
• Eligible for equity and NVIDIA benefits.

Other information

• Applications accepted through July 13, 2026.
• This posting is for an existing vacancy.
• NVIDIA uses AI tools in its recruiting processes and is an equal opportunity employer committed to diversity and inclusion.