Marketing and Operations Program Manager

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us. The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

• Understand the operational complexity of various Services marketing processes and systems, and create requirements to improve and automate them wherever possible. Serve as the Subject Matter Expert for the entire Services ecosystem, understanding how various software systems and stakeholders interact. Drive the development of improved workflows for complex inter-departmental processes.
• Lead key initiatives to solve problems hindering Services growth or customer satisfaction. Collaborate with cross-functional teams to improve KLA Services systems, processes, and policies. Secure buy-in from key stakeholders across the company. Execute targets and provide regular updates to senior management.
• Act as the Services Marketing representative in cross-functional projects, providing both customer-focused and business-focused guidance during meetings.
• Maintain and update appropriate service policies and T&Cs. Create, own, organize, and maintain a database of policies and collateral.
• Design and conduct internal and external surveys to enhance product and market insights.
• Develop a deep understanding of the service business from both commercial and operational perspectives, with a particular focus on marketing operational activities around product creation and deployment. Continually seek areas for improvement.
• Initiate, propose, and manage various projects needed to accomplish this job. Recommend solutions, including commercially available external options, to improve efficiency and effectiveness.

• The ideal candidate views obstacles as opportunities rather than barriers.
• Strong interpersonal skills and the ability to create and conduct effective presentations under pressure, both at customer sites and internally. Capable of speaking at a strategic level while understanding deep operational details. Willing to take and diplomatically defend controversial positions (even to senior management) during the decision-making phase, but committed to project direction once a decision is finalized.
• Strong project management skills with the ability to manage multiple complex and cross-functional programs simultaneously. Able to achieve results through these projects using Agile methodologies. Certified PMP is a plus. Must be a take-charge driver who can get things done.
• Must be able to work at a high level while also delving into the details.
• Ability to evaluate, understand, and break down complex processes to identify areas for improvement.
• Familiarity and experience with a wide array of commercially available tools and systems. Ideally, this includes a strong understanding of CRM systems (preferably SAP), program/project management software (Jira, Proggio), collaboration tools and workflow (SharePoint, Teams, etc.). Must be highly proficient in data analysis using Excel and PowerBI.
• Experience in Capital Equipment Services is a must. An understanding of KLA’s business environment, an appreciation of our customers' environment, and the challenges of balancing KLA objectives with customer satisfaction will be critical to the role.
• Ability to interact across a highly matrixed organization of departments and management while balancing arising challenges.
• Bachelor's degree with at least 12 years of related experience.

Base Pay Range: $156,300.00 - $265,700.00 Annually Primary Location: USA-CA-Milpitas-KLA KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.