Global Planning and Operations Escalation Manager
About The Position
The Global Spares Planning Escalation Manager leads end-to-end management of high-severity incidents, chronic issues, and escalated customer or stakeholder concerns across the Global Spares organization. The role coordinates cross-functional teams for rapid containment, root-cause analysis, alignment, and implementation of long-term corrective actions to improve operational stability and customer experience. It partners with Global Planning & Operations, Regional Spares, Supply Chain, Manufacturing, Customer Operations, Product Groups, and senior leadership to minimize business impact and prevent recurring systemic issues. The position owns critical business and customer escalations, leads incident response, assesses issues across technical, operational, and commercial dimensions, and ensures timely communication, documentation, containment, and recovery. It applies structured problem-solving and corrective-action methods across the semiconductor value chain, maintains an issue and lessons-learned repository, facilitates post-incident reviews, and develops reporting and metrics. The role also provides executive-ready updates and presents recommendations to leadership. Lam describes work location models that may be hybrid, including On-site Flex (3 or more days per week onsite) and Virtual Flex (1–2 days per week onsite), with remaining work performed remotely. The specific work location model for this position is not stated.
Requirements
- 7–10+ years of experience in technical support, operations, incident management, supply chain operations, or similar roles.
- Strong analytical and problem-solving skills, including the ability to rapidly understand complex systems and processes.
- Demonstrated ability to lead teams and drive decision-making in high-pressure, time-sensitive environments.
- Excellent communication skills, including executive-level reporting, stakeholder management, and customer-facing interactions.
- Strong project management capabilities and a continuous improvement mindset, with experience implementing corrective actions.
- Ability to influence without authority and drive alignment across diverse operational and technical teams.
Nice To Haves
- Experience in a global supply chain, high-tech manufacturing, or logistics environment.
- Familiarity with ERP, planning, or fulfillment systems such as SAP, Kinaxis, or SPM.
- Certification in Lean, Six Sigma, or similar process improvement methodologies.
- Experience with ITIL frameworks, including Incident Management and Problem Management.
- Proven ability to develop scalable escalation processes or operational playbooks.
Responsibilities
- Own critical business and customer escalations as the single point of accountability, ensuring timely, transparent communication and resolution.
- Lead cross-functional response teams addressing high-severity operational issues.
- Assess escalations across technical, operational, and commercial dimensions to balance priorities.
- Document incidents, containment, root causes, and decisions.
- Facilitate executive communication and alignment, decision-making, and tradeoff management across teams without direct authority.
- Monitor incident progress, remove barriers, and escalate risks to support rapid containment and recovery.
- Frame problems rapidly from fragmented inputs, identifying the blocking issue or decision and business impact.
- Apply a systems approach across suppliers, factories, production, installation, customer process qualification, and customer FAB operations.
- Lead structured root-cause analysis using methods such as 8D, PS&DM, Five Whys, and Fishbone.
- Develop, track, and validate corrective and preventive actions, ensuring long-term fixes are implemented and sustained.
- Maintain a centralized repository of known issues, workarounds, best practices, and lessons learned.
- Partner with Planning, Operations, Supply Chain, Manufacturing, Engineering, and leadership teams to align end-to-end processes.
- Facilitate post-incident reviews and ensure clear accountability and handoffs for remediation and continuous improvement.
- Provide clear, concise, executive-ready updates during escalations and incident resolution.
- Publish incident reports, root-cause analysis summaries, and postmortem documentation.
- Develop metrics, dashboards, and reporting mechanisms to track incident trends, performance, and improvement progress.
- Present insights and recommendations to leadership to improve service reliability and operational maturity.
Benefits
- Comprehensive benefits package (specific benefits are not listed).
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
