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 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.
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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. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.
Skills Required
- Bachelor’s degree in Supply Chain, Engineering, Operations, Business, or a related field
- 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
- Experience building and scaling global service operations and operating models
- Ability to influence cross-functional stakeholders in a matrixed global organization
- Experience standing up and scaling global call center operations
- Expertise in process standardization and global operating model design
- Expertise in complex global supply chain environments
- Experience with cloud contact center platforms such as NICE CXone
- Experience integrating contact center platforms with SAP and CRM systems
- Experience with B2B integration technologies, including EDI, APIs, and system-to-system connectivity
- Leadership experience in strategic planning, forecasting, and budgeting
- Experience leading cross-functional transformation programs
- Executive communication and stakeholder management capability
- Master’s degree or MBA
- Experience leading digital transformation programs in customer or service operations
- Familiarity with Microsoft Dynamics or a similar CRM platform
- Experience supporting multilingual or global service environments
- Experience leading large, globally distributed teams
- Strong analytical capability for data-driven decision-making and performance improvement
- Experience deploying and designing agentic systems
Lam Research Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Lam Research Corporation and has not been reviewed or approved by Lam Research Corporation.
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Parental & Family Support — Parental leave is described as 16 weeks fully paid for all new parents, with birth mothers averaging about 26 weeks total; adoption assistance and subsidized backup childcare are also included. These programs are consistently highlighted as standout elements of the package.
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Healthcare Strength — Medical options span PPO, CDHP, and HMO choices with company HSA funding, alongside dental and vision coverage. Coverage quality and breadth are emphasized, supported by wellbeing resources such as an EAP.
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Equity Value & Accessibility — An ESPP with a discount and look-back/reset features is highlighted, and many technical roles include RSUs and bonuses that lift total compensation. These equity mechanisms are frequently cited as meaningful components of total rewards.
Lam Research Corporation Insights
What We Do
Lam Research Corp. (NASDAQ:LRCX) is a global supplier of innovative wafer fabrication equipment and services to the semiconductor industry. The world's leading companies trust us as their valued partner because we bring together technology leadership, a strong values-based culture, and an unwavering commitment to prove our customers’ next big breakthrough. Our impact on the world can be seen all around us, as nearly every advanced chip today is built with our technology. Through collaboration, precision, and our commitment to delivery, we are transforming atomic-scale engineering and driving semiconductor breakthroughs that define the next generation. Lam Research Social Media Guidelines: By using or accessing this page, you agree to comply with LinkedIn’s Terms and Conditions. While we welcome participation and engagement, it is important to note that postings and/or comments by followers to Lam’s LinkedIn page do not necessarily reflect the opinions of Lam, nor does Lam confirm their accuracy. We expect that participants post content and commentary that is both relevant and respectful to this community as a whole. Lam reserves the right to remove any posts and/or comments that do not adhere to our guidelines and to block anyone who violates them repeatedly. Specifically, we do not tolerate these kinds of posts: • Abusive, harassing, stalking, threatening or attacking others • Defamatory, offensive, obscene, vulgar or depicting violence • Hateful in language targeting race/ethnicity, religion, gender, nationality or political beliefs • Fraudulent, deceptive, misleading or unlawful • Violations of any intellectual property rights • Spamming in nature • Commercial solicitation or solicitation of donations • Link baiting (embedding a link in your post to draw traffic to your own site) View Lam’s Online Privacy Notice Summary : https://www.lamresearch.com/privacy/
