Senior Customer Technical Program Manager, Data Center Quality and Sustaining

Role Overview

NVIDIA is looking for an experienced Senior Customer Technical Program Manager for Data Center Quality and Sustaining activities to develop, implement, and supervise customer experience and quality management initiatives in coordination with OEM/ODM system partners. This role is accountable for overall customer satisfaction, clearly articulating communication strategies at NVIDIA as well as OEM/ODM Executive levels, and managing high-profile customer critical issues. It requires validated experience in customer management across NVIDIA and OEMs/ODMs, working closely with cross-functional teams. A passion for customer satisfaction, high-quality standards, proven planning, detailed execution, and critical thinking are essential.

What You'll Be Doing

• Lead and coordinate NVIDIA Data Center Quality and Sustaining activities supporting OEMs/ODMs across several large Cloud Service Providers deployments.
• Develop and implement a comprehensive and joint Quality Assurance and Sustaining Strategy between NVIDIA, OEMs/ODMs and Data Center operations, ensuring alignment with business, quality and user experience objectives.
• Establish, uphold, and implement quality standards and procedures following industry best practices for large Datacenter System Deployment and Continuation actions.
• Lead internal and external reviews on production systems quality issues, and prepare regular reports detailing findings and corrective actions.
• Identify areas for improvements in a partnership involving NVIDIA and manufacturers of equipment/devices production systems, applying data analysis and metrics to facilitate progress.
• Collaborate with NVIDIA and partners to ensure high-quality standards across OEMs/ODMs partners.
• Develop and maintain key performance indicators (KPIs) to monitor quality performance, and present findings to senior management.
• Identify potential quality improvements and develop mitigation strategies to minimize customer impact.

What We Need To See

• BS/MS/PhD Computer Science, Electrical Engineering, or related field, or equivalent experience.
• Proven track record to work on Enterprise Data Center products quality management and system operational excellence.
• Over 8+ years of demonstrated expertise in Customer Program Management at the highest executive leadership tiers.
• Strong leadership when dealing with high-profile Customer Escalations, working across engineering, operations, quality, product management, and sales teams to resolve product technical quality and logistical issues. Set accurate expectations and keep the scope of the projects on a track to successful execution.
• Solid understanding of Quality Management Systems (QMS) following Technology Industry standards.
• Technical savvy around Data Center Infrastructure and experience around HW/SW systems components integration, system topologies, and system configurations.
• Accountable for coordinating Data Center – Quality Improvement Projects and Enhancements collaborating with various OEMs/ODMs systems providers.
• Outstanding analytical and problem-solving capabilities, skilled in leveraging data for informed decision-making.
• Strong interpersonal and communication skills, with the ability to influence and engage with customers across Business, System Engineering and Quality Management groups.
• Certifications in quality management (e.g., Six Sigma, CQI, CQM) and PMP Program Management Certification are desirable.

Key skills/competency

• Customer Program Management
• Data Center Quality
• Sustaining Engineering
• Quality Assurance Strategy
• OEM/ODM Partnership Management
• Customer Escalation Resolution
• Quality Management Systems (QMS)
• Data Center Infrastructure
• Key Performance Indicators (KPIs)
• Cross-functional Leadership