Sr. Mgr, Business Operations Mgmt

Lam Research•Livermore, CA

17h•$137,000 - $287,000•Hybrid

About The Position

The Global Operations Group brings information systems, facilities, supply chain, logistics, and high-volume manufacturing together to drive the engine of our global business operations. We help Lam deliver industry-leading solutions with speed and efficiency, while actively supporting the resilient and profitable growth of Lam's business. In this role, you will lead the Spares Operations Global Customer Service Organization, including driving end-to-end process standardization. You will enhance the global operating model, enabling consistent customer experience, improved operational efficiency, and scalable growth. This role will play a critical part in building the digital and process infrastructure required to support Lam’s global services business and enhance customer experience.

Requirements

Bachelor’s degree in Supply Chain, Engineering, Operations, Business, or related field
15+ years of experience in B2B customer service, call center operations, and order management
5+ years leading global teams and enterprise-scale transformation initiatives in high-tech or capital equipment environments
Proven ability to build and scale global service operations and operating models
Strong capability to influence cross-functional stakeholders in a matrixed global organization
Strategic mindset with the ability to balance vision and execution
Proven success in standing up and scaling global call center operations
Deep expertise in Process standardization and global operating model design
Deep expertise in Complex global supply chain environments
Experience with Cloud contact center platforms (e.g., NICE CXone)
Experience with Integration of contact center platforms with SAP and CRM systems
Experience with B2B integration technologies (EDI, APIs, system-to-system connectivity)
Strong leadership capability in Strategic planning, forecasting, and budgeting
Strong leadership capability in Leading cross-functional transformation programs
Strong leadership capability in Executive communication and stakeholder management

Nice To Haves

Master’s degree or MBA preferred
Experience leading digital transformation programs in customer or service operations
Familiarity with Microsoft Dynamics or similar CRM platforms
Experience supporting multilingual/global service environments
Prior leadership of large, globally distributed teams
Strong analytical capability to leverage data for decision-making and performance improvement
Ability to operate with high ambiguity, bias for action, and focus on results
Experience with deploying and designing agentic systems a plus

Responsibilities

Define and execute the global customer service strategy, ensuring consistent, high-quality support across regions and time zones
Drive global process standardization across customer service and order management, including SOPs, knowledge management, and service workflows
Lead transformation initiatives, including SAP-enabled process improvements, automation, and self-service capabilities
Own global service performance, leveraging analytics to improve productivity, reduce demand drivers, and enhance customer experience
Own project prioritization, portfolio governance, and resource allocation across run-the-business and process improvement initiatives
Partner cross-functionally and drive execution and alignment
Lead and develop a global team, fostering a culture of accountability, innovation, and continuous improvement with embodying Lam Core Values
Implement, implement, and optimize B2B Capabilities
Drive cross-functional engagement to establish, align, and sustain governance for global customer service processes, priorities, and decision-making
Serve as a change agent, championing transformation, adoption, and continuous improvement across global customer service operations