Program Manager, Tech Support Operations

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.

Job Description/Preferred Qualifications

Responsibilities

Operational Excellence & Standardization

• Drive regional operational excellence initiatives to improve consistency, efficiency, and productivity across Asia Tech Support workflows.
• Lead process improvement programs (e.g., standard work, governance cadence, issue-to-closure discipline) and ensure sustained adoption through change management and stakeholder alignment.
• Establish and maintain process compliance mechanisms (audit readiness, adherence tracking, corrective actions), ensuring teams follow required operating procedures and escalation rules-of-engagement.

KPI Governance, Dashboards & Performance Management

• Own the operating rhythm for critical Asia operational KPI targets—definition, tracking, reviews, actions, and closure.
• Partner with Ops/IT/BI teams to enhance KPI dashboards and ensure data integrity, usability, and alignment to business outcomes (e.g., service efficiency, productivity, compliance).
• Provide executive-level insights: trends, root causes, leading indicators, and prioritized action plans tied to measurable outcomes.

Program Execution & Cross-Functional Leadership

• Plan and execute cross-functional programs end-to-end: scope, milestones, dependencies, risks, and deliverables—ensuring alignment with global priorities and Asia execution realities.
• Proactively identify risks/issues and implement mitigation plans to protect KPI commitments and program outcomes.
• Influence without authority to drive adoption across Asia Field/Tech Support teams and partner organizations in a global matrix.

Adoption, Communication & Change Management

• Drive adoption of new/updated processes, tools, and operating model elements; measure adoption and address barriers quickly.
• Facilitate transparent communication across stakeholders; deliver concise updates for leadership reviews, including progress, risks, and mitigation actions.

Minimum Qualifications

Education & Experience

• Bachelor’s degree with 6+ years of related experience; or Master’s degree with 4+ years of related experience; or equivalent practical experience.

Core Capability Requirements

• Demonstrated success driving operations programs in a KPI/metrics-driven organization, including KPI definition, tracking, performance reviews, and improvement actions.
• Proven ability to lead cross-functional initiatives and drive execution in a global, matrixed environment (influencing without direct authority).
• Strong analytical, communication, and presentation skills—able to convert complex operational data into executive-ready insights and clear actions.
• Proficiency with project/program management tools and structured execution methods (planning, dependency management, risk management, action tracking).
• Comfort working with data systems and visualization tools (e.g., dashboarding) to support KPI governance and operational decision-making.
• Experience with service-related systems such as CRM / customer relationship management platforms (or equivalent service operations systems).

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer

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