Sr. Mgr, Business Operations Mgmt

The group you’ll be a part of

The Global Operations Group brings information systems, facilities, supply chain, logistics, and high-volume manufacturing together to drive the engine of our global business operations. We help Lam deliver industry-leading solutions with speed and efficiency, while actively supporting the resilient and profitable growth of Lam's business.

The impact you’ll make

In this role, you will lead the Spares Operations Global Customer Service Organization, including driving end-to-end process standardization.

You will enhance the global operating model, enabling consistent customer experience, improved operational efficiency, and scalable growth. This role will play a critical part in building the digital and process infrastructure required to support Lam’s global services business and enhance customer experience.

What you’ll do

• Define and execute the global customer service strategy, ensuring consistent, high-quality support across regions and time zones
• Drive global process standardization across customer service and order management, including SOPs, knowledge management, and service workflows
• Lead transformation initiatives, including SAP-enabled process improvements, automation, and self-service capabilities
• Own global service performance, leveraging analytics to improve productivity, reduce demand drivers, and enhance customer experience

• Own project prioritization, portfolio governance, and resource allocation across run-the-business and process improvement initiatives

• Partner cross-functionally and drive execution and alignment
• Lead and develop a global team, fostering a culture of accountability, innovation, and continuous improvement with embodying Lam Core Values
• Implement, implement, and optimize B2B Capabilities

• Drive cross-functional engagement to establish, align, and sustain governance for global customer service processes, priorities, and decision-making
• Serve as a change agent, championing transformation, adoption, and continuous improvement across global customer service operations

Who we’re looking for

• Bachelor’s degree in Supply Chain, Engineering, Operations, Business, or related field
• Master’s degree or MBA preferred
• 15+ years of experience in B2B customer service, call center operations, and order management
• 5+ years leading global teams and enterprise-scale transformation initiatives in high-tech or capital equipment environments
• Proven ability to build and scale global service operations and operating models
• Strong capability to influence cross-functional stakeholders in a matrixed global organization
• Strategic mindset with the ability to balance vision and execution

Mandatory skills

• Proven success in standing up and scaling global call center operations
• Deep expertise in:
• Process standardization and global operating model design
• Complex global supply chain environments
• Experience with:
• Cloud contact center platforms (e.g., NICE CXone)
• Integration of contact center platforms with SAP and CRM systems
• B2B integration technologies (EDI, APIs, system-to-system connectivity)
• Strong leadership capability in:
• Strategic planning, forecasting, and budgeting
• Leading cross-functional transformation programs
• Executive communication and stakeholder management

Preferred qualifications

• Experience leading digital transformation programs in customer or service operations
• Familiarity with Microsoft Dynamics or similar CRM platforms
• Experience supporting multilingual/global service environments
• Prior leadership of large, globally distributed teams
• Strong analytical capability to leverage data for decision-making and performance improvement
• Ability to operate with high ambiguity, bias for action, and focus on results