Global Planning & Operations Escalation Manager (all genders)

The impact you’ll make

The GP&O Escalation Manager is responsible for leading end-to‑end management of high‑severity incidents, chronic issues, and escalated customer or stakeholder concerns across the organization. This role ensures cross functional team formation, rapid containment, thorough root‑cause analysis, cross‑functional alignment, and implementation of long‑term corrective actions that improve operational stability and customer experience.

The position partners closely with Global Planning & Operations teams, Supply Chain, Manufacturing, Customer Operations, Product Groups and senior leadership to minimize business impact and prevent recurrence of systemic issues.

What you’ll do

Key Responsibilities

Escalation Ownership & Incident Response

• Serve as single point accountability for critical escalations business/customer critical escalations, ensuring timely, transparent communication and resolution.


• Assess escalation across technical, operational and commercial dimensions to balance priority across the team.  


• Accurately document incidents, containment, root cause, and decisions.


• Cross-functional leadership without direct authority 

Problem Management

• Rapid Problem Framing (Signal>Noise): taking fragmented inputs and quickly framing the problem, blocking issue/decision, and business impact.


• Drive structured Root Cause Analysis (RCA) using industry‑standard methodologies (e.g., 8D, PS&DM, Five Whys, Fishbone).

Communication & Reporting

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  • Provide clear, concise, and executive‑ready updates during live escalations and throughout incident resolution cycles.
  
  
  • Develop metrics, dashboards, and reporting mechanisms to track incident trends, performance, and improvement progress. 
  
  
  
  

Who we’re looking for

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  min. Bachelor’s degree in Supply Chain, Operations Management, Business, Engineering, or related field with 12+ years of experience; or Master’s degree with 8+ years’ experience; or equivalent experience.

  
  


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  8+ years of related experience in project management or program management, technical support, operations, incident management, supply chain operations, or similar roles.

  
  


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  Experience leading cross-functional teams and influencing stakeholders.

  
  


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  Strong analytical and problem‑solving skills with the ability to rapidly understand complex systems and processes.

  
  


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  Exceptional communication skills, including executive‑level reporting, stakeholder management, and customer‑facing interactions.

  
  

What We're Offering

This position is subject to the Austrian Collective Bargaining Agreement (CBA) for Employees in the Metal Technology Industry in the occupation group G. A higher payment is negotiable depending on education, expertise and skills. The monthly salary is paid 14 times per year. 

Villach - a great place to live and work
Follow the link www.welcome2villach.at and you will find on the spot the most importantinformation about living, working and studying in and around Villach/Austria.

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.