Account Operations Director

About the role

WGNSTAR is a dynamic and growing company with a global footprint, primarily focused on the semiconductor industry. We provide a platform for you to expand your career with on-the-job training and tailored development, with no limits on learning, development, industry, or personal growth.

The Account Operations Director leads service delivery and operational performance for key customer accounts in the semiconductor equipment installation and service support business. This role is responsible for driving KPI performance, leading a team of 5+ direct reports, strengthening customer relationships, and ensuring consistent execution across safety, quality, staffing, responsiveness, and financial performance. The Account Operations Director partners closely with customers and internal stakeholders to deliver operational excellence, resolve issues quickly, and build a high-performing, accountable team.

Responsibilities

• Manage, coach, and develop a team of 5+ direct reports, building strong accountability, capability, and performance discipline
• Lead day-to-day account operations for semiconductor equipment installation and service support programs across assigned customer sites or regions
• Establish, track, and improve KPIs related to service delivery, customer satisfaction, safety, quality, productivity, response time, and financial performance
• Review operational results regularly and lead corrective actions to address gaps, risks, and underperformance
• Build strong customer relationships through consistent communication, responsiveness, and execution against commitments
• Deliver a high standard of service excellence that supports customer uptime, reliability, and overall business objectives
• Partner with field leaders, technical teams, HR, finance, and other cross-functional groups to ensure effective staffing, resource alignment, and operational support
• Lead problem-solving efforts for service issues, escalations, and process breakdowns, ensuring timely resolution and clear follow-through
• Drive continuous improvement in workflows, reporting, team effectiveness, and service quality
• Support budget performance, cost control, forecasting, and resource planning across the account
• Ensure compliance with safety requirements, company policies, customer standards, and regulatory expectations
• Create a culture of ownership, urgency, collaboration, and customer focus across the team

Requirements

• 10+ years of operations, account leadership, or service delivery experience in semiconductor equipment, technical services, field services, or a related industry
• Experience leading people managers
• Strong experience managing KPIs and using operational data to drive decisions and performance improvement
• Demonstrated success leading customer-facing operations in a high-expectation service environment
• Strong leadership, communication, and relationship-management skills
• Experience handling escalations, balancing competing priorities, and driving execution in fast-paced technical environments
• Customer-friendly, presentable, and personable as a Company Representative
• Comfortable dealing with all levels in internal and external organizations
• IT proficient with the ability to write clear, coherent, concise, and professional emails and presentations
• Leadership, coaching, and mentoring ability
• Drive and desire to identify, grow, and deliver business development opportunities
• Ability to travel as required to support business needs (local, domestic, and potentially international)
• Preferred: 15+ years of experience in an Operations Account Management role within the Semiconductor industry
• Preferred: Bachelor's degree in business, operations, engineering, or a related field
• Physical demands: Continuous office environment work, sitting at desk for long periods, intermittent telephone and computer use. Occasional walking, standing, and lifting up to 50 pounds.

Benefits

• Medical, Dental, Vision
• 401(k)
• Paid Vacation
• Select Holidays
• Overtime Opportunities
• On-site Facilities
• Career Development Opportunities

Pay

$120,000 – $160,000 annually, DOE, plus discretionary annual bonus.

Schedule

• Full-time, Monday – Friday, office-based
• Work locations: Hillsboro, OR; Chandler, AZ; Austin, TX; Malta, NY; or Boise, ID
• Travel required: local and domestic as needed; international travel may be required