Sr. Mgr, Business Operations Mgmt

Job Title

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.

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.

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

Bachelor's degree in Supply Chain, Engineering, Operations, Business, or related field

Master's degree or MBA preferred

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

Mandatory skills

Proven success in standing up and scaling global call center operations

Deep expertise in:

Process standardization and global operating model design

Complex global supply chain environments

Experience with:

Cloud contact center platforms (e.g., NICE CXone)

Integration of contact center platforms with SAP and CRM systems

B2B integration technologies (EDI, APIs, system-to-system connectivity)

Strong leadership capability in:

Strategic planning, forecasting, and budgeting

Leading cross-functional transformation programs

Executive communication and stakeholder management

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

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…