Sr. Mgr, Business Operations Mgmt

LAM RESEARCH Corporation; Livermore (CA); Hybrid; USD 137,000 - 287,000; Full time

Job summary

Lam Research is seeking a senior leader to define and drive the global customer service strategy, standardize processes, and advance SAP-enabled transformations across regions. You will own global service performance, lead cross-functional programs, and guide a large global team in a high‑tech, capital equipment environment.

The role emphasizes governance, analytics-driven improvements, and a bias for action within Lam’s hybrid work model and customer-centric approach.

Qualifications

• Bachelor's degree in a related field is required; 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.

Responsibilities

• Define and execute the global customer service strategy across regions and time zones.
• Drive global process standardization for customer service and order management (SOPs, knowledge mgmt, workflows).
• Lead SAP-enabled process improvements, automation, and self-service capabilities.
• Own global service performance using analytics to improve productivity and customer experience.
• Manage project prioritization, governance, and resource allocation for run‑the‑business and improvement initiatives.
• Partner cross-functionally to drive alignment and execution.
• Lead and develop a global team with a culture of accountability and Lam Core Values.

Skills

Global transformation

Cross-functional leadership

Process standardization

Strategic planning

Forecasting

Budgeting

Executive communication

Stakeholder management

Digital transformation

Change management

Education

Bachelor's degree in Supply Chain,Engineering,Operations,Business

Master's degree or MBA

Tools

SAP

CRM platforms

Microsoft Dynamics

Job description

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 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

Who we’re looking for

• 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

Preferred qualifications

• Experience leading digital transformation programs in customer or service operations
• Familiarity with Microsoft Dynamics or similar CRM platforms
• Experience supporting multinational/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

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.

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.