Business Operations Program Manager

About the role

The Customer Support Business Group focuses on enabling our customers with premier customer support throughout their lifecycle with Lam. We drive performance, productivity, safety, and quality of customers' installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

Responsibilities

• Own and evolve the end-to-end Workmanship Quality (WQ) operating model, from issue intake and logging through governance and closure, ensuring the right RCCA is identified and implemented effectively.
• Define clear interim and future-state processes to ensure continuity during system-of-record transitions and eliminate reliance on ad-hoc workarounds.
• Lead the interim system-of-record model (e.g., ETS access and governance) and partner cross-functionally to align and finalize the future system-of-record decision, including cutover and handoff planning.
• Establish clear accountability models, governance cadence, and escalation paths focused on systemic improvement and repeat prevention.
• Define and sustain outcome-based KPIs measuring timeliness, effectiveness, recurrence, and severity, ensuring continuity across system transitions.
• Analyze WQ trends to identify systemic gaps and deliver executive-ready insights, decision materials, and governance updates that drive consistent, repeatable improvements.

Requirements

• Minimum of 12 years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5 years experience; or equivalent experience.
• Experience in field operations, quality programs, or non-conformance management, particularly in complex or regulated operational environments.
• Demonstrated ability to lead cross-functional programs spanning multiple organizations (e.g., GFSO, GCO, Quality, EHS, Product Support, Engineering).
• Experience supporting or managing system-of-record transitions, including interim operating models, handoffs, and cutover planning.
• Strong background in program governance, including milestone tracking, decision management, escalation paths, and executive reporting.
• Prominent capability to define and drive accountability frameworks across distributed regional teams.
• Experience establishing or operating outcome-based KPIs and review cadences tied to execution performance.
• Proven executive communication skills, with the ability to translate complex initiatives into clear status, risks, decisions, and next steps.
• Comfortable operating in environments with ambiguity, competing priorities, and customer-visible pressure.

Qualifications

• Preferred Qualifications: Experience in field operations, quality programs, or non-conformance management, particularly in complex or regulated operational environments.

Skills

• Systems knowledge and business process acumen.
• Data collection and analysis.
• Process evaluation and development.
• Metrics development and identification of root causes.
• Communication and project leadership.
• Program governance and accountability framework establishment.
• Outcome-based KPI definition and review.
• Executive communication and presentation skills.

Benefits

Our commitment to diversity, equity, and inclusion is unwavering. We are dedicated to creating an environment where everyone feels valued, included, and empowered to reach their full potential. Lam Research is an equal opportunity employer and supports the principles of equal employment opportunity. We are committed to complying with all applicable laws and regulations regarding equal employment opportunity.

Pay

Salary CA San Francisco Bay Area Salary Range for this position: $114,000.00 - $253,000.00. The above salary range for this position is relevant to applicants that reside or work onsite in the California, San Francisco Bay Area only. Salary offers will depend on factors that include the location you work from, your level, education, training, specific skills, years of experience and comparison to other employees already in this role. Actual salary may vary from salary offered due to numerous factors including but not limited to unpaid time off, unpaid leave, company mandated shutdown, and other relevant factors.

Schedule

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories – On-site Flex and Virtual Flex. 'On-site Flex' you’ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. 'Virtual Flex' you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.