Customer Experience Program Manager - EPIC Lab

Applied Materials•Santa Clara, CA

2d•$154,000 - $212,000•Onsite

About The Position

Applied Materials is seeking a Customer Experience Program Manager to support our innovative EPIC Lab. This role is a customer-facing position focused on delivering a seamless, high-touch experience for customers engaging with our advanced lab environment. In this role, you will act as a primary point of contact for customers, ensuring all aspects of their engagement—from onboarding to on-site visits—are coordinated, efficient, and aligned with business objectives. You will partner closely with internal stakeholders across engineering, operations, and leadership to develop a customer operation model to orchestrate a world-class customer experience. The operation model consists of coordination and synchronization of end-to-end operations required for EPIC customer engagement. This requires working across all operational teams that support EPIC customers to build a connected, repeatable business process and experience.

Requirements

Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
7+ years of experience in customer experience, program management, operations, or business support roles
Experience in customer-facing roles within technology, semiconductor, or lab environments
Strong organizational and project coordination skills
Excellent communication and interpersonal skills
Ability to manage multiple priorities in a fast-paced, customer-facing environment
Customer-first mindset with strong attention to detail
High level of professionalism and executive presence
Strong problem-solving and coordination abilities
Ability to thrive in a cross-functional, dynamic environment
5+ years of experience in customer experience, program management, business operations, or client-facing roles
Proven ability to manage end-to-end customer engagements or programs in a fast-paced environment
Strong organizational and coordination skills with experience handling multiple stakeholders and priorities simultaneously
Excellent communication skills, with the ability to interact professionally with customers, executives, and cross-functional teams
Demonstrated ability to deliver a high-touch, concierge-style experience

Nice To Haves

Background in hospitality, concierge services, or high-touch customer engagement models
Familiarity with program management tools and CRM systems

Responsibilities

Serve as the primary point of contact for customers visiting or engaging with the EPIC Lab
Manage the end-to-end customer journey, including visit planning, onboarding, and follow-up
Ensure a high-quality, white-glove experience tailored to customer needs and expectations
Build strong relationships with customers to understand priorities and ensure satisfaction
Drive customer operation model development and alignment between functional teams.
Coordinate and synchronize end-to-end operations required for EPIC customer engagement.
Work across all operational teams that support EPIC customers to build a connected, repeatable business process and experience.
Plan and coordinate customer visits, demos, and engagements within the EPIC Lab
Align schedules, resources, and logistics across multiple internal teams
Track and manage customer engagement programs, ensuring smooth execution and delivery
Maintain documentation, timelines, and communication for all customer activities
Partner with engineering, lab operations, and business teams to coordinate customer support
Act as a bridge between technical teams and customers, ensuring clear communication
Identify and escalate issues proactively to ensure fast resolution
Gather customer feedback and insights to improve processes and experience
Recommend enhancements to workflows, tools, and engagement strategies
Support development of best practices for customer interaction within the lab environment