Manager, Digital Transformation, Customer Service

Overview

Manager, Digital Transformation, Customer Service

The Office of Digital Transformation at Lam Research is responsible for the creation of next-generation business processes and the accelerated adoption of technology across the company. The Digital Transformation, Manager/Senior Manager for Customer Service is a unique opportunity to transform a market-leading semiconductor company to scale for past and future growth at an unprecedented time in our industry. The Global Information Systems Group is dedicated to the success of Lam through providing best-in-class and innovative information system solutions and services.

Together, we support users globally with data, information, and systems to achieve their business objectives.

The impact you’ll make:
The Manager/Senior Manager, Digital Transformation for Customer Service & Support (CS&S) helps drive the execution and delivery of digital transformation within a multi-year process and technology modernization program. This role leads field service and customer service processes through the migration from legacy ERP and CRM applications to new applications and integrations. The Manager/Senior Manager acts as a business architect, ensuring critical service processes are designed, tested, and deployed in alignment with broader enterprise transformation goals.

• Program Leadership & Execution
• Drive CS&S workstream deliverables across field service, spare parts, entitlements, and service contracts.
• Drive design and deployment of Field Service Management modules, Case Management, and Entitlement solutions for field service and customer engagement.
• Own testing readiness (SIT, UAT, regression) and cutover planning for business continuity.

• Act as a business liaison between CS&S and other work streams (Plan-to-Fulfill, Idea-to-Retire, Quality, Engineering, Spares Ops).
• Identify and escalate cross-functional risks and dependencies through the PMO and governance boards.
• Collaborate with cross-functional Business Unit leaders to ensure CS&S inclusion in Release 1 and preparation for future releases.

• Translate business requirements into future-state processes and technical design specifications in partnership with IT architects; ensure traceability of requirements through design, build, and testing phases using tools such as Jira and MS ADO.
• Lead process mapping workshops to define “as-is” vs “to-be” states.
• Identify and eliminate process inefficiencies, redundancies, and manual workarounds through automation and system enablement.
• Partner with IT architects to ensure processes are documented and embedded in system design.

• Partner with Change Management leads to drive adoption, communications, and training for field service.
• Support Release 1 stabilization and plan for future release readiness.
• Translate business risks into actionable mitigation steps.

• Lead SMEs, technical teams, and offshore resources to deliver on field service scope.
• Provide mentorship, coordination, and accountability across sub-teams.
• Influence stakeholders and drive alignment with senior leadership.

• Bachelor’s degree with 12 years related experience; or 8 years and a Master’s degree; or a PhD with 5 years experience; or equivalent experience.
• 8–10 years of experience in Customer Service, Aftermarket Operations, or Digital Transformation in a global, complex capital equipment manufacturing environment.
• Hands-on experience with SAP S/4
  
  HANA Service Cloud, Dynamics 365 Customer Service & Field Service, Jira, ADO, Signavio, and Visio.
• Strong understanding of process re-engineering, including field service, spare parts, entitlements, service contracts, and install base management.
• Skilled in program management: risk identification, governance, testing coordination, and cutover planning.
• Excellent stakeholder management and communication skills.
• Execution-focused with the ability to translate business needs into system designs.
• Strong problem solver who raises risks early and provides solutions.
• Influences and drives change by driving partnerships and alignment…