KLA Marketing Operations Program Manager 

United States, California, Milpitas 

877853663

Responsibilities

• 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.

Minimum Qualifications

• 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.