Principal Customer Services Program Manager

What you'll do

• Lead end-to-end execution of large-scale service programs for GPU-driven compute platforms across global production data centers.
• Manage in-field service operations including incident management, warranty delivery, and scalable hardware replacement strategies.
• Coordinate infrastructure upgrades, retrofit programs, firmware rollouts, and system refreshes for AI deployments.
• Align service strategies with hyperscale customers regarding rack-level deployment, cluster expansion, and failure domain development.
• Embed serviceability principles into products by collaborating with engineering, hardware, and networking teams.
• Manage NPI-to-production transitions by ensuring readiness for spares, repair workflows, tooling, and global logistics.
• Develop clear runbooks, training materials, and standardized processes to enable global field and regional teams.
• Analyze operational data to drive efficiency and continuous service improvements across deployed systems.

What we're looking for

• Bachelor’s degree in Electrical, Mechanical, Computer, or Network Engineering, or equivalent experience.
• 15+ years of experience supporting hyperscale or cloud data center environments, including compute infrastructure and network technologies.
• Proven experience leading production data center activities like hardware installation, rack setup, and cluster initialization.
• Proven track record supporting GPU-based compute platforms and large-scale networking infrastructure in live environments.
• Demonstrable experience in field service operations, including incident management and hardware replacement methods.
• Experience leading large retrofit, upgrade, and refresh programs across distributed infrastructure fleets.
• Solid understanding of service logistics, spares planning, and global supply chain coordination.
• Experience working directly within hyperscale providers (preferred).