Sr. Mgr, Customer Service

## The group you\u2019ll be a part of\n\n \n\nThe 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\u0027s business.\n\n \n\n## The impact you\u2019ll make\n\n * Lam Research is looking to hire a Senior Manager for the design(support), deployment, and operation of Lam\u2019s Spares B2B global call center capability in Malaysia under the Spares Operations organization. This role is accountable for establishing foundational call center infrastructure, processes, and analytics while delivering high-quality customer experience for internal and external business stakeholders. This is a hybrid role combining operational leadership with transformation accountability \u2014 approximately 60% operations execution and 40% capability build / process transformation. The role will play a critical part in Lam\u2019s multi-year roadmap to standardize customer interactions, improve knowledge management, and enable scalable, multilingual global support.\n * The leader would also be responsible for managing the local customer service team in Malaysia. He/she will be responsible for providing leadership, hiring, training \u0026 assimilation, managing performance \u0026 career conversations. The individual will be accountable to groom \u0026 develop the team. He / She should be able to drive continuous improvements.\n * The leader will be expected to understand Lam\u2019s business model \u0026 demonstrate Lam\u2019s core values.\n * Strong interpersonal skills are key to success in this role as the successful candidate will be required to create and sustain an environment that is based on honesty, trust, open communication, customer centric, creative thinking and cross-functional global collaboration.\n\n\n\n## What you\u2019ll do\n\n * Stand-up Lam\u2019s centralized B2B call center capability in Malaysia. Lead deployment and optimization of call center infrastructure including centralized phone numbers, shared mailboxes, and regional resource pools.\n * Own end to end daily operations of a B2B call center delivering concierge / white glove service, prioritizing quality and resolution effectiveness. Ensure consistent, high-quality support across regions and time zones, including after-hours coverage.\n * Leverage interaction data and reporting to analyze call drivers, regional demand, and workforce productivity. Use insights to optimize staffing, identify systemic issues, and reduce avoidable call demand through upstream fixes.\n * Establish foundational knowledge management, scripts, and standard work procedures required for consistent service delivery. Lead business process documentation, simplification, and global baseline definition across regions.\n * Contribute to customer operations digital transformation initiatives, including automation and self-service enablement. Drive business process change, adoption, and continuous improvement across call center operations.\n * Lead, coach and develop a Malaysia based call center team. Foster a culture of innovation, accountability, and continuous improvement.\n\n\n\n## Who we\u2019re looking for\n\n * 15+ years of experience in order management \u0026 B2B call center operations (not consumer / public call centers) with at least 5 years in a leadership role within a high-tech or capital equipment environment.\n * Bachelor\u2019s degree in supply chain, Engineering, Operations, or related field (Master\u2019s or MBA preferred).\n\n\n\nMandatory Skills required to performing the job:\n\n * Demonstrated success in setting up or deploying call center infrastructure or new service model. Experience with enterprise call center platforms.\n * Strong experience in leading multi-disciplinary functional teams within spares operations, Parts Order fulfillment, Procurement/Vendor Management simultaneously working on multiple business processes.\n * Experience in large industrial company with diversified and globalized supply chain and manufacturing operations along with demonstrated capability to work with global stakeholders.\n * Strong capability in workforce management, reporting, and operational analytics.\n * Experience in process documentation, standardization, and business process change.\n * Demonstrated experience in strategic planning \u2013 setting vision and objectives, creating strategies, forecasting and budgeting.\n * Ability to work independently with cross functional stakeholders and in a matrix organization structure.\n * Excellent communication and stakeholder management skills across global teams.\n\n\n\n## Preferred qualifications\n\n * Exposure to digital transformation programs in customer or service operations.\n * Experience supporting multilingual or non English service environments.\n * Background in shared services or global capability centers.\n * Experience in managing global organization\n\n\n\n## Our commitment\n\n \n\nWe 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.\n\nLam 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\u0027s intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.\n\nLam 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 \u2013 On-site Flex and Virtual Flex. \u2018On-site Flex\u2019 you\u2019ll 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. \u2018Virtual Flex\u2019 you\u2019ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.\n