Principal Customer Services Program Manager
$240,000–$379,500 year
On-siteSanta Clara, California, United States
Job Summary
Lead end-to-end execution of large-scale service programs coordinating compute platforms driven by GPUs and advanced networking technologies across production data centers. Support in-field service operations including incident management, handling blocking issues, warranty delivery, and scalable hardware replacement strategies for customer field replaceable units. Plan and coordinate support for infrastructure upgrades and retrofit programs across AI deployments, including system refreshes, firmware rollouts, and architecture changes. Collaborate with hyperscale customers to align service strategies with real-world data center operations, including rack-level deployment, cluster expansion, and failure domain development. Enable global field and regional teams through clear runbooks, training, tools, and standardized processes for compute and network infrastructure support. Build trusted relationships with customers through onsite and remote engagement, proactively improving service delivery, optimizing retrofit programs, and driving measurable operational success.
Required Qualifications
- Bachelor's degree (or equivalent experience) in Electrical, Mechanical, Computer, or Network Engineering
- strong program management expertise, including planning, execution, risk management, and delivery of complex technical programs across a global customer base
- 15+ years proven ability supporting hyperscale or cloud data center environments, including extensive compute infrastructure and network technologies
- Practical experience in leading production data center activities, such as hardware installation, rack setup, cluster initialization, and lifecycle oversight
- Proven track record supporting GPU-based compute platforms and/or large-scale networking infrastructure in live environments
- Demonstrable experience in field service operations, encompassing incident management, hardware replacement methods (FRU/CRU), and delivering service on a large scale
- Experience leading large retrofit, upgrade, and refresh programs across distributed infrastructure fleets
- Ownership of end-to-end service programs, spanning 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
Desired Qualifications
- Experience working directly 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 initiatives involving multiple functions across engineering, field operations, distribution, and customer-facing teams
- Solid ability to translate operational challenges into product improvements and serviceability enhancements
- Analytical approach with experience driving service optimization and operational excellence
- effective clear communicator who can influence both technical teams and executive collaborators
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