Sr. Mgr, Business Operations Mgmt

The group you’ll be a part of 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. The impact you’ll make 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. What You’ll Do Define and execute the global customer service strategy, ensuring consistent, high-quality support across regions and time zonesDrive global process standardization across customer service and order management, including SOPs, knowledge management, and service workflowsLead transformation initiatives, including SAP-enabled process improvements, automation, and self-service capabilitiesOwn global service performance, leveraging analytics to improve productivity, reduce demand drivers, and enhance customer experienceOwn project prioritization, portfolio governance, and resource allocation across run-the-business and process improvement initiativesPartner cross-functionally and drive execution and alignmentLead and develop a global team, fostering a culture of accountability, innovation, and continuous improvement with embodying Lam Core ValuesImplement, implement, and optimize B2B CapabilitiesDrive cross-functional engagement to establish, align, and sustain governance for global customer service processes, priorities, and decision-makingServe as a change agent, championing transformation, adoption, and continuous improvement across global customer service operations Who We’re Looking For Bachelor’s degree in Supply Chain, Engineering, Operations, Business, or related fieldMaster’s degree or MBA preferred15+ years of experience in B2B customer service, call center operations, and order management5+ years leading global teams and enterprise-scale transformation initiatives in high-tech or capital equipment environmentsProven ability to build and scale global service operations and operating modelsStrong capability to influence cross-functional stakeholders in a matrixed global organizationStrategic mindset with the ability to balance vision and execution Mandatory Skills Proven success in standing up and scaling global call center operationsDeep expertise in:Process standardization and global operating model designComplex global supply chain environmentsExperience with:Cloud contact center platforms (e.g., NICE CXone)Integration of contact center platforms with SAP and CRM systemsB2B integration technologies (EDI, APIs, system-to-system connectivity)Strong leadership capability in:Strategic planning, forecasting, and budgetingLeading cross-functional transformation programsExecutive communication and stakeholder management Preferred Qualifications Experience leading digital transformation programs in customer or service operationsFamiliarity with Microsoft Dynamics or similar CRM platformsExperience supporting multilingual/global service environmentsPrior leadership of large, globally distributed teamsStrong analytical capability to leverage data for decision-making and performance improvementAbility to operate with high ambiguity, bias for action, and focus on resultsExperience with deploying and designing agentic systems a plus Our commitment We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results. Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees. 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. IND123 Salary CA San Francisco Bay Area Salary Range for this position: $137,000.00 - $287,000.00. 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. Our Perks And Benefits At Lam, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.