Customer Experience Program Manager - EPIC Lab
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
- 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
Benefits
- Supportive work culture that encourages learning, development, and career growth
- Programs and support that encourage personal and professional growth
- Comprehensive benefits package
- Potential eligibility for other forms of compensation such as participation in a bonus and a stock award program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
