Senior Manager Digital Transformation, Case Management & Entitlements

The Group You’ll Be A Part Of

Exceptional people come together to work at Lam Research. Every day we drive the precision and accuracy that enable our customers to create the world’s most incredible technology–working at scales 1,000 times smaller than a grain of sand. To put it simply we build machines that make chips. Our talented people are what make our leadership in the industry possible. To enable this incredible level of innovation, we maintain a strong collaborative culture. A space where you are encouraged to seek out challenges and engage the expertise of others to cocreate the highest quality outcomes.

The Office of Digital Transformation at Lam Research is responsible for the creation of next generation business process and accelerated adoption of technology across the company. The Digital Transformation, Senior Manager, Case Management & Entitlements is a unique opportunity to transform a market leading semiconductor company to scale for past and future growth at an unprecedented time in our industry.

The Impact You’ll Make

We are seeking a highly skilled Senior Manager with post-sales customer experience to lead the design, implementation, and integration of the Entitlement Management and customer Case Management platform as part of a broader enterprise-wide digital transformation effort. This role will be integral in enabling the configuration of entitlement records, identifying system and data integrations, and defining the use cases and scenarios for the consumption of entitlements in customer service and support functions. Additionally, this role will be responsible for defining and enabling customer case management, service ordering, and overall delivery of service and support processes. with the capabilities, configuration, and functionality of Microsoft Dynamics Customer Experience Platform.

This role requires expertise in case management and proficiency with the capabilities, configuration, and functionality in the Microsoft Dynamics Customer Experience Platform. In addition, this role requires a good understanding of Dynamics 365 Customer Service’s functionalities and will be responsible for defining requirements for integration with the SAP Entitlement Management System for an end-to-end case management solution. The ideal candidate will drive excellence in customer support operations, enhance customer satisfaction, and streamline service processes. This role will work in conjunction with broader enterprise transformation initiatives and will drive process, system, and policy optimization for customer service/support management, customer experience improvement, and service delivery transformation.

What You’ll Do

• Lead the process design, configuration, integration and optimization of customer service-related systems/platforms and software entitlements systems (e.g. SAP EMS, MSFT Dynamics, Customer Service Portal)
• Develop and enforce best practices and policies for handling customer inquiries, complaints, and other support activities
• Work closely with cross-functional teams, business units, and external suppliers/vendors as needed to align entitlement management strategies aligned with business goals
• Develop & maintain processes & protocols for efficient handling of support cases, licenses, and entitlement management capabilities
• Drive continuous improvement initiatives in the entitlement management space, leveraging SAP EMS capabilities
• Identify and prioritize systems, processes, and functions that will consume/utilize entitlement records to improve service delivery, enhance customer engagement and experience, minimize revenue leakage, and drive renewal management and contract extension opportunities
• Provide training and support to the team and other departments on understanding case management and utilization of entitlement records
• Be a cultural change agent to drive transformation & continuous improvement
• Collaborate with Solution and Enterprise Architects to match business requirements with solution design

Who We’re Looking For

• Post-sales customer service experience including customer retention, feedback loops to product groups, quality, warranty & returns processes
• Deep knowledge of entitlements and case management processes within large capital manufacturing company
• Knowledge of E2E configuration of Entitlement Modeling against offerings, event