Overview In this role you will lead the global Spares Operations Customer Service organization, standardizing processes and scaling the operating model to improve customer experience and efficiency. You will shape the digital and process infrastructure for Lam's global services business and drive cross-functional transformation. You'll lead a global team, prioritize initiatives, and champion continuous improvement aligned with Lam Core Values. This is a strategic, high-impact role at the heart of global service operations.
Compensation / Benefits- comprehensive benefits
- hybrid work model options (On-site Flex; Virtual Flex)
Responsibilities- Define and execute the global customer service strategy across regions and time zones
- Drive global process standardization for 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 using analytics to improve productivity and customer experience
- Own project prioritization, portfolio governance, and resource allocation across run-the-business and process improvement
- Partner cross-functionally to drive execution and alignment
- Lead and develop a global team with focus on accountability, innovation, and continuous improvement
- Implement and optimize B2B capabilities
- Drive cross-functional governance for global customer service processes, priorities, and decision-making
- Serve as change agent promoting transformation and adoption across global operations
Key requirements- Bachelor's degree in a 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 ability to influence cross-functional stakeholders in a matrixed global organization
- Strategic mindset balancing vision and execution
- Strategic thinking
- Stakeholder management
- Cross-functional collaboration
- Cloud contact center platforms (NICE CXone)
- Integration of contact center platforms with SAP and CRM systems
- B2B integration technologies (EDI, APIs, system-to-system connectivity)
