Customer Business Operations Director – Global Accounts (M6)

Who We Are

Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world. 

What We Offer

Salary:

$180,500.00 - $248,500.00

Location:

Santa Clara,CA

You’ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible—while learning every day in a supportive leading global company. Visit our Careers website to learn more. 

At Applied Materials, we care about the health and wellbeing of our employees. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits. 

General Profile

Provides leadership and direction through managers and senior professionals responsible for Customer Business Operations supporting strategic global customer accounts. Accountable for operational performance, customer satisfaction, order execution, business process governance, and operational excellence across multiple regions and product groups.

Executes functional business plans and contributes to the development of worldwide Customer Business Operations strategy. Directs and controls a broad functional area supporting complex global customer engagements. Decisions are guided by segment and functional strategies and business priorities.

Key Responsibilities

Global Customer Business Operations Leadership

• Leads Customer Business Operations support for strategic global customer accounts across multiple regions and business units.
• Owns operational governance and execution excellence throughout the order-to-cash lifecycle for assigned global customers.
• Drives customer satisfaction through proactive issue resolution, escalation management, and operational partnership with Sales, Business Management, Finance, Supply Chain, Logistics, Manufacturing, Trade, and Field organizations.
• Serves as executive operational point of contact for major customer business and fulfillment issues.

Customer Account Strategy & Execution

• Partners with Global Account teams, Business Management, Product Groups, and Regional Operations leaders to develop and execute customer operational strategies.
• Ensures alignment of customer requirements with Applied operational capabilities, policies, systems, and business objectives.
• Leads operational readiness and execution planning for large, complex, and strategic customer opportunities.
• Supports mergers, acquisitions, legal entity transitions, customer reorganizations, and other business changes impacting operational execution.

Order Management & Commercial Governance

• Provides oversight of order acceptance, booking compliance, revenue recognition readiness, change management, and fulfillment execution.
• Ensures compliance with company policies, financial controls, trade regulations, and audit requirements.
• Partners with Finance and Legal teams to interpret and implement business policies related to customer transactions, contractual terms, order recognition, payment terms, and commercial approvals.
• Drives consistent implementation of global standards, controls, and best practices.

Customer Escalation & Risk Management

• Leads resolution of highly complex customer escalations affecting bookings, revenue, delivery commitments, quality, or customer satisfaction.
• Identifies operational risks and develops mitigation strategies to support business objectives.
• Establishes executive-level governance processes to review critical customer issues and drive accountability for resolution.

Process Transformation & Operational Excellence

• Leads global business process improvements across Customer Business Operations and Order Management functions.
• Drives digital transformation initiatives including automation, AI, reporting enhancements, workflow optimization, and system improvements.
• Collaborates with IT and business stakeholders to define business requirements and prioritize system enhancements.
• Establishes operational metrics, KPIs, dashboards, and performance management processes to drive continuous improvement.

Organizational Leadership

• Leads a global organization through managers and professional leaders.
• Develops organizational capabilities, succession plans, talent strategies, and employee engagement initiatives.
• Promotes a culture of accountability, collaboration, customer focus, innovation, and continuous improvement.
• Builds strong partnerships across global functional and business leadership teams.

Functional Knowledge

• Demonstrates broad and comprehensive understanding of global Customer Business Operations, Order Management, supply chain execution, commercial operations, customer engagement models, financial controls, and business process governance.
• Strong knowledge of ERP systems, order-to-cash processes, revenue recognition principles, customer contract administration, and global operational practices.

Business Expertise

• Applies broad semiconductor industry knowledge and commercial awareness to drive operational performance for strategic customer accounts.
• Understands business drivers, customer strategies, market dynamics, and operational impacts across global manufacturing and supply chains.
• Balances customer requirements with Applied Materials business objectives and operational capabilities.

Leadership

• Leads through subordinate managers and senior professionals across multiple regions.
• Executes functional business plans and contributes to Customer Business Operations strategy.
• Develops organizational capabilities and builds high-performing global teams.
• Influences business decisions through operational expertise and leadership.

Problem Solving

• Directs resolution of highly complex and unusual customer, operational, and business challenges.
• Applies advanced analytical thinking, judgment, and business acumen to address issues affecting bookings, revenue, supply, fulfillment, customer satisfaction, and operational performance.
• Enables cross-functional teams to develop innovative and scalable solutions.

Impact

• Guided by segment and functional strategy, impacts operational performance, customer satisfaction, revenue execution, business scalability, and organizational effectiveness across strategic global accounts.
• Influences enterprise-wide process improvements and operational policies supporting business growth and customer success.

Interpersonal Skills

• Negotiates and influences senior executives internally and externally.
• Builds trusted relationships with customers, sales leaders, business unit executives, and cross-functional stakeholders.
• Communicates complex operational and business issues effectively to executive audiences.
• Demonstrates strong executive presence, collaboration skills, and cultural awareness across global regions.

Minimum Qualifications

• Bachelor's degree in Business, Supply Chain, Operations Management, Finance, Engineering, or related field.
• 12+ years of progressive experience in Customer Business Operations, Order Management, Sales Operations, Supply Chain Operations, Commercial Operations, or related functions.
• 5+ years leading global teams through managers.
• Experience supporting large strategic accounts in a global, matrixed organization.
• Strong knowledge of ERP systems (SAP preferred), order-to-cash processes, commercial operations, and business process transformation.
• Demonstrated success leading cross-functional initiatives and executive-level customer engagements.

Preferred Qualifications

• MBA or Master's degree.
• Semiconductor industry experience.
• Experience leading global transformation, automation, AI, and operational excellence initiatives.
• Experience managing complex customer escalations and executive customer relationships.
• Strong understanding of revenue recognition, order governance, and commercial compliance requirements

Additional Information

Time Type:

Full time

Employee Type:

Assignee / Regular

Travel:

Yes, 25% of the Time