Program Manager 3

Onto Innovation • Milpitas, CA

2d • $86,400 - $129,600 • Onsite

About The Position

The Escalation Program Manager is responsible for leading the end-to-end management of critical part-related escalations impacting field service operations and customer uptime. This role requires advanced analytical capabilities, strong Excel proficiency, and a data-driven mindset to assess escalations, identify root causes, and drive sustainable resolutions. A key focus of this position is leveraging data analytics to prevent escalation reoccurrence while ensuring timely execution and clear communication across cross-functional teams.

Requirements

• 3+ years of experience in program management, supply chain, service operations, or escalation management
• Advanced proficiency in Microsoft Excel (pivot tables, XLOOKUP/VLOOKUP, data analysis, reporting)
• Strong analytical and problem-solving skills with a focus on data-driven decision making
• Experience with Oracle ERP systems and reporting tools preferred
• Excellent communication skills with the ability to influence cross-functional teams
• Ability to manage multiple priorities in a fast-paced, high-pressure environment

Responsibilities

• Own and manage the full lifecycle of parts escalations, from intake through shipment
• Analyze escalation data to identify trends, recurring issues, and systemic root causes
• Develop and execute corrective actions to prevent escalation reoccurrence
• Leverage advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, data modeling) to build reports and perform analysis
• Maintain and enhance escalation tracking tools to ensure data accuracy and visibility
• Drive accountability across Supply Chain, Planning, Logistics, and Field Service teams to meet resolution timelines
• Provide structured and timely communication to stakeholders, including executive summaries and escalation updates
• Create dashboards and reporting to track key KPIs (time to resolution, backlog aging, trend analysis)
• Lead escalation review meetings and drive action-oriented outcomes
• Identify process gaps and implement improvements to optimize escalation management workflows

Benefits

• health coverage
• dental coverage
• vision coverage
• life insurance
• disability insurance
• PTO
• 401(k) with employer match
• Employee Stock Purchase Program (ESPP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed