Account Operations Director

WGNSTAR•Malta, NY

20d•$120,000 - $160,000•Onsite

About The Position

The Account Operations Director leads service delivery and operational performance for key customer accounts in the semiconductor equipment installation and service support business. The role drives KPI performance, leads a team of 5+ direct reports, strengthens customer relationships, and ensures consistent execution across safety, quality, staffing, responsiveness, and financial performance. The director partners with customers and internal stakeholders to deliver operational excellence, resolve issues promptly, and build a high-performing, accountable team. The position is office-based, Monday through Friday, and may be based in Hillsboro, Oregon; Chandler, Arizona; Austin, Texas; Malta, New York; or Boise, Idaho. Local and domestic travel is required as needed, and international travel may be required. The position is full-time, pays $120,000–$160,000 annually depending on experience, and includes a discretionary annual bonus. The role is eligible for WGNSTAR’s benefits package.

Requirements

10+ years of operations, account leadership, or service delivery experience in semiconductor equipment, technical services, field services, or a related industry.
Experience leading people managers.
Strong experience managing KPIs and using operational data to drive decisions and performance improvement.
Demonstrated success leading customer-facing operations in a high-expectation service environment.
Strong leadership, communication, and relationship-management skills.
Experience handling escalations, balancing competing priorities, and driving execution in fast-paced technical environments.
Customer-friendly, presentable, and personable as a company representative.
Comfortable dealing with all levels of internal and external organizations.
IT proficiency and ability to write clear, coherent, concise, professional emails and presentations.
Leadership, coaching, and mentoring ability.
Drive and desire to identify, grow, and deliver business development opportunities.
Ability to travel as required to support business needs.
Legally authorized to work in the United States without current or future visa sponsorship; this position does not participate in the STEM OPT extension program.
Must meet the physical demands described, including prolonged sitting and occasional walking, standing, and lifting up to 50 pounds.

Nice To Haves

15+ years of experience in an Operations Account Management role within the semiconductor industry.
Bachelor’s degree in business, operations, engineering, or a related field.

Responsibilities

Manage, coach, and develop a team of 5+ direct reports, building accountability, capability, and performance discipline.
Lead day-to-day account operations for semiconductor equipment installation and service support programs across assigned customer sites or regions.
Establish, track, and improve KPIs related to service delivery, customer satisfaction, safety, quality, productivity, response time, and financial performance.
Review operational results and lead corrective actions to address gaps, risks, and underperformance.
Build customer relationships through consistent communication, responsiveness, and execution against commitments.
Deliver service excellence that supports customer uptime, reliability, and business objectives.
Partner with field leaders, technical teams, HR, finance, and other cross-functional groups to support staffing, resource alignment, and operations.
Lead problem-solving for service issues, escalations, and process breakdowns, ensuring timely resolution and follow-through.
Drive continuous improvement in workflows, reporting, team effectiveness, and service quality.
Support budget performance, cost control, forecasting, and resource planning across the account.
Ensure compliance with safety requirements, company policies, customer standards, and regulatory expectations.
Foster ownership, urgency, collaboration, and customer focus across the team.
Identify, grow, and deliver business development opportunities.