Program Manager, Service Operations
Role Overview
The Operations Project Manager will lead and drive critical operations-focused projects within the Service Business Unit supporting a large global installed base of semiconductor metrology and inspection equipment. This role is responsible for optimizing service operations across global regions, with a strong emphasis on labor enablement, parts management, process efficiency, and customer experience improvement. The position is based at headquarters and works cross-functionally with regional service teams, supply chain, engineering, finance, and senior leadership to ensure service operations are scalable, efficient, and aligned with business objectives.
Job Summary & Responsibilities
Lead end-to-end operations-focused projects that improve service efficiency, cost, quality, and customer satisfaction
Manage multiple concurrent projects, ensuring clear scope definition, milestone tracking, risk management, and on-time delivery
Apply structured project management methodologies to drive predictable outcomes
Drive initiatives to enable service labor productivity, Engineers utilization, and skills readiness across regions
Partner with supply chain and service teams to improve spare parts availability, logistics flow, and inventory optimization
Identify and implement process improvements that enhance first-time fix rates, response times, and system uptime
Develop KPIs / Metrics for field accountability
Global & Regional Enablement: Act as a central HQ interface supporting regional service organizations, ensuring consistent processes while accommodating regional needs
Coordinate global rollouts of operational initiatives, tools, and best practices
Support change management and adoption of new operating models across regions
Customer Experience Initiatives: Lead cross-functional initiatives focused on improving customer experience, including service delivery consistency, communication, and responsiveness
Develop metrics and dashboards to measure customer experience outcomes and operational performance
Executive Communication & Stakeholder Management: Prepare and deliver clear, concise executive-level presentations on project status, risks, trade-offs, and business impact
Influence stakeholders without direct authority, aligning leadership around priorities and execution plans
Provide data-driven insights and recommendations to senior management
Qualifications
7+ years of experience in operations, project management, or service operations, preferably in semiconductor equipment, high-tech manufacturing, or capital equipment industries
Proven experience managing cross-functional, global projects with tangible operational outcomes
Strong understanding of service operations, including field service labor models, parts logistics, and installed base support
Demonstrated ability to manage timelines, dependencies, and competing priorities in a complex environment
Project & Analytical Capabilities: Strong program/project management skills (PMP certification is a plus)
Ability to structure ambiguous problems and translate them into executable plans
Excellent analytical skills with experience using data to drive operational decisions
Exceptional written and verbal communication skills
Proven experience presenting senior and executive leadership
Strong stakeholder management, collaboration, and influencing skills across organizational boundaries
Preferred Qualifications
Experience supporting global service organizations across multiple regions
Background in semiconductor metrology or inspection equipment
Experience leading customer experience or service transformation initiatives
Familiarity with service KPIs, Lean / Continuous Improvement, or operational excellence frameworks