Business Operations Program Manager

Lam Research•Livermore, CA

3d•Hybrid

About The Position

The Customer Support Business Group focuses on enabling our customers with premier customer support throughout their lifecycle with Lam. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes. Join Lam as a Business Operations Analyst focused on Workmanship Quality, where you'll spearhead process improvement initiatives. With your systems knowledge and business process acumen, you expertly collect and analyze data, evaluate processes, develop metrics, and identify root causes with data-driven indicators for future improvements. Organizing cross-functional project teams, you communicate team progress and survey best practices, showcasing your commitment to operational excellence at Lam. In this role, you will serve as the program integrator and execution driver for Lam’s Workmanship Quality initiatives, directly supporting CSBG’s vision of delivering predictable performance, strong execution discipline, and customer confidence across the installed base. Your impact will be realized through improved cross‑functional alignment, clearly defined ownership, and consistent governance across regions and teams. By establishing program structure, managing milestones, and driving decisions and actions to closure, you will enable the organization to move from fragmented, reactive efforts to coordinated and scalable execution. This role ensures Workmanship Quality initiatives translate into sustained operational improvements, predictable outcomes, and increased confidence in Lam’s ability to manage complexity at scale.

Requirements

Minimum of 12 years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5 years experience; or equivalent experience.

Nice To Haves

Experience in field operations, quality programs, or non‑conformance management, particularly in complex or regulated operational environments
Demonstrated ability to lead cross‑functional programs spanning multiple organizations (e.g., GFSO, GCO, Quality, EHS, Product Support, Engineering)
Experience supporting or managing system‑of‑record transitions, including interim operating models, handoffs, and cutover planning
Strong background in program governance, including milestone tracking, decision management, escalation paths, and executive reporting
Proven capability to define and drive accountability frameworks across distributed regional teams
Experience establishing or operating outcome‑based KPIs and review cadences tied to execution performance
Strong executive communication skills, with the ability to translate complex initiatives into clear status, risks, decisions, and next steps
Comfortable operating in environments with ambiguity, competing priorities, and customer‑visible pressure

Responsibilities

Own and evolve the end‑to‑end Workmanship Quality (WQ) operating model, from issue intake and logging through governance and closure, ensuring the right RCCA is identified and implemented effectively.
Define clear interim and future‑state processes to ensure continuity during system‑of‑record transitions and eliminate reliance on ad‑hoc workarounds.
Lead the interim system‑of‑record model (e.g., ETS access and governance) and partner cross‑functionally to align and finalize the future system‑of‑record decision, including cutover and handoff planning.
Establish clear accountability models, governance cadence, and escalation paths focused on systemic improvement and repeat prevention.
Define and sustain outcome‑based KPIs measuring timeliness, effectiveness, recurrence, and severity, ensuring continuity across system transitions.
Analyze WQ trends to identify systemic gaps and deliver executive‑ready insights, decision materials, and governance updates that drive consistent, repeatable improvements.