Senior Customer Technical Program Manager - Data Center Quality and Sustaining

About the role

NVIDIA is looking for an experienced Sr. 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. The role will be accountable for overall customer satisfaction, clearly articulating the communication strategies at NVIDIA as well as OEM/ODM Executive levels, taking care of high-profile customer critical issues which will require validated experience of customers’ management across NVIDIA and OEMs/ODMs working closely with cross-functional teams. As such, a passion for customer satisfaction, following high quality standards, proven planning, detailed execution, and critical thinking are the cornerstones for this role.

Responsibilities

• 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 standard methodologies for large Datacenter System Deployment and Continuation actions.
• Lead internal and external reviews on production systems quality issues as well as 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 (critical metrics) to monitor quality performance, and present findings to senior management.
• Identify potential quality improvements and develop mitigation strategies to minimize customer impact.

Requirements

• BS/MS/PhD in 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 12 years of demonstrated expertise in Customer Program Management at the highest executive leadership tiers.

Qualifications

• Solid understanding of Quality Management Systems (QMS) following Technology Industry standards.
• Certifications in quality management (e.g., Six Sigma, CQI, CQM) and PMP Program Management Certification are desirable.

Skills

• Strong leadership when looking after high-profile Customer Escalations, working across engineering, operations, quality, product management, and sales teams to resolve product technical quality and logistical issues; setting accurate expectations and keeping project scope on track for successful execution.
• Technical savvy around Data Center Infrastructure and experience with HW/S