Senior Director, Service Delivery and Customer Success

Details

We are seeking a senior leader within the Global Service Supply Chain Organization focused on customer case management, service delivery, and New Product Introduction (NPI). The Senior Director, Service Delivery & Customer Success will impact customer satisfaction and operational efficiency by managing existing service processes and preparing the organization to support new products.

Responsibilities

• Oversee and optimize customer case management: develop Customer Specific Proactive Service Delivery Plans, ensure seamless and efficient case resolution, and establish/refine processes and policies to improve case management quality.
• Provide leadership, guidance, and training to case managers and support staff; foster a collaborative, high-performing team.
• Track key insights and analyze data related to case volume, resolution times, and customer satisfaction; identify areas for improvement and drive action.
• Act as a critical link between the service organization and product development teams during the NPI process: identify servicing challenges and risks (documentation, specialized tools, training), and create comprehensive plans to transition new products into the service ecosystem.
• Collaborate with development and product management to define appropriate service levels and commitments for newly launched offerings.
• Ensure necessary resources (tools, equipment, spare parts, training) are available to support new products prior to launch and advocate for design choices that improve serviceability.
• Analyze performance data and customer feedback to enhance case management and NPI serviceability.
• Work cross-functionally with engineering, product management, and sales to achieve organizational objectives.
• Oversee the Service Organization budget, ensuring efficient allocation of resources for case management and NPI initiatives.
• Encourage exploration and adoption of new technologies and approaches to improve service delivery and readiness for future product generations.

Requirements

• Bachelor's degree in supply chain engineering (or equivalent experience). MBA or Master’s degree is highly desirable.
• 18+ years of overall relevant work experience, including 10+ years of team management experience.
• Proven experience in global operations with a data-driven, structured approach to operational challenges.
• Proficiency converting ambiguity into practical strategies and aligning stakeholders for effective implementation.
• Strong critical thinking and the ability to quickly grasp complex issues and identify root causes.
• Sophisticated knowledge of services-related software and technology systems.
• Track record of implementing high-value, strategic international operations projects and building new solutions from the ground up.
• Strong data analytics skills with the ability to lead complex analyses and provide specific guidance to analysts.
• Strong social and interpersonal skills; ability to build and grow relationships across organizations.
• Superior verbal, presentation, and written communication skills.

Ways to stand out

• Experience working with Sales, Enterprise Support, and Engineering teams to define priorities and processes to meet business targets.
• Ability to socialize ideas, make recommendations, and build consensus to move ideas forward.
• Clear analytical, written, and presentation skills for communicating to technical and non-technical audiences; experience developing procedural documentation and delivering effective presentations.
• Strong statistical background to understand modeling and forecasting of failure rates and customer behaviors.
• Demonstrated mentoring, influencing, integrity, initiative, and attention to detail in a team environment.

Benefits

• Competitive base salary (location-, experience-, and peer-adjusted). Base salary range: 292,000 USD - 442,750 USD.
• Eligible for equity and benefits.
• NVIDIA is committed to fostering a diverse work environment and is an equal opportunity employer. Applications accepted at least until October 7, 2025.