Customer Business Operations Director – Global Accounts (M6)

Applied Materials • Santa Clara, CA

12d • Onsite

About The Position

Provides leadership and direction through managers and senior professionals responsible for Customer Business Operations supporting strategic global customer accounts. Accountable for operational performance, customer satisfaction, order execution, business process governance, and operational excellence across multiple regions and product groups. Executes functional business plans and contributes to the development of worldwide Customer Business Operations strategy. Directs and controls a broad functional area supporting complex global customer engagements. Decisions are guided by segment and functional strategies and business priorities.

Requirements

• Bachelor's degree in Business, Supply Chain, Operations Management, Finance, Engineering, or related field.
• 12+ years of progressive experience in Customer Business Operations, Order Management, Sales Operations, Supply Chain Operations, Commercial Operations, or related functions.
• 5+ years leading global teams through managers.
• Experience supporting large strategic accounts in a global, matrixed organization.
• Strong knowledge of ERP systems (SAP preferred), order-to-cash processes, commercial operations, and business process transformation.
• Demonstrated success leading cross-functional initiatives and executive-level customer engagements.

Nice To Haves

• MBA or Master's degree.
• Semiconductor industry experience.
• Experience leading global transformation, automation, AI, and operational excellence initiatives.
• Experience managing complex customer escalations and executive customer relationships.
• Strong understanding of revenue recognition, order governance, and commercial compliance requirements.

Responsibilities

• Global Customer Business Operations Leadership: Leads Customer Business Operations support for strategic global customer accounts across multiple regions and business units. Owns operational governance and execution excellence throughout the order-to-cash lifecycle for assigned global customers. Drives customer satisfaction through proactive issue resolution, escalation management, and operational partnership with Sales, Business Management, Finance, Supply Chain, Logistics, Manufacturing, Trade, and Field organizations. Serves as executive operational point of contact for major customer business and fulfillment issues.
• Customer Account Strategy & Execution: Partners with Global Account teams, Business Management, Product Groups, and Regional Operations leaders to develop and execute customer operational strategies. Ensures alignment of customer requirements with Applied operational capabilities, policies, systems, and business objectives. Leads operational readiness and execution planning for large, complex, and strategic customer opportunities. Supports mergers, acquisitions, legal entity transitions, customer reorganizations, and other business changes impacting operational execution.
• Order Management & Commercial Governance: Provides oversight of order acceptance, booking compliance, revenue recognition readiness, change management, and fulfillment execution. Ensures compliance with company policies, financial controls, trade regulations, and audit requirements. Partners with Finance and Legal teams to interpret and implement business policies related to customer transactions, contractual terms, order recognition, payment terms, and commercial approvals. Drives consistent implementation of global standards, controls, and best practices.
• Customer Escalation & Risk Management: Leads resolution of highly complex customer escalations affecting bookings, revenue, delivery commitments, quality, or customer satisfaction. Identifies operational risks and develops mitigation strategies to support business objectives. Establishes executive-level governance processes to review critical customer issues and drive accountability for resolution.
• Process Transformation & Operational Excellence: Leads global business process improvements across Customer Business Operations and Order Management functions. Drives digital transformation initiatives including automation, AI, reporting enhancements, workflow optimization, and system improvements. Collaborates with IT and business stakeholders to define business requirements and prioritize system enhancements. Establishes operational metrics, KPIs, dashboards, and performance management processes to drive continuous improvement.
• Organizational Leadership: Leads a global organization through managers and professional leaders. Develops organizational capabilities, succession plans, talent strategies, and employee engagement initiatives. Promotes a culture of accountability, collaboration, customer focus, innovation, and continuous improvement. Builds strong partnerships across global functional and business leadership teams.

Benefits

• Supportive work culture that encourages learning, development, and career growth.
• Programs and support that encourage personal and professional growth and care for employees at work, at home, or wherever they may go.
• Comprehensive benefits package.
• Eligibility for other forms of compensation such as participation in a bonus and a stock award program, as applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Director