Global Customer Service Transformation Lead (Remote/Hybrid)

Lam Research; Livermore (CA); Hybrid; USD 137,000 - 287,000; Full time

Job summary

Lam Research is seeking a senior leader to drive the Spares Operations Global Customer Service Organization. You will standardize end-to-end processes, build scalable operating models, and enable a superior customer experience across regions.

This role focuses on driving automation, analytics, and cross-functional alignment to support Lam’s global services business. The ideal candidate brings 15+ years in B2B customer service and 5+ years leading global teams in high-tech environments, with

Qualifications

• Proven success in standing up and scaling global call center operations.
• Deep expertise in process standardization and global operating model design.
• Experience with complex global supply chain environments.
• Cloud contact center platforms (e.g., NICE CXone) and integration with SAP/CRM systems.
• Knowledge of B2B integration technologies (EDI, APIs, system-to-system).
• Strong leadership in strategic planning, forecasting, budgeting, and stakeholder management.

Responsibilities

• Define and execute the global customer service strategy with cross-region consistency.
• Drive standardization of processes and service workflows across regions.
• Lead SAP-enabled process improvements and automation initiatives.
• Own service performance analytics to boost productivity and customer experience.
• Oversee project prioritization, governance, and resource allocation.
• Collaborate cross-functionally to align priorities and drive transformation.
• Develop and mentor a global team with Lam Core Values in mind.
• Champion governance for global customer service processes and decisions.

Skills

Global call center operations

Process standardization

Global operating model design

Complex global supply chain

Strategic planning

Forecasting

Budgeting

Executive communication

Education

Bachelor’s degree in Supply Chain/Engineering/Operations/Business

Master’s degree or MBA preferred

Tools

NICE CXone

SAP

CRM systems

EDI/APIs

Job description

Lam Research is seeking a senior leader to drive the Spares Operations Global Customer Service Organization. You will standardize end-to-end processes, build scalable operating models, and enable a superior customer experience across regions.

This role focuses on driving automation, analytics, and cross-functional alignment to support Lam’s global services business. The ideal candidate brings 15+ years in B2B customer service and 5+ years leading global teams in high-tech environments, with