Customer Experience Program Manager - EPIC Lab

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    "startDate": "2026-06-18",
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    "jobDescription": "<p><b>Who We Are</b></p><p></p><p>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. </p><p></p><p><b>What We Offer</b></p><p></p><p>Salary:</p>$154,000.00 - $212,000.00<p style=\"text-align:inherit\"></p><p style=\"text-align:left\">Location:</p>Santa Clara,CA<p></p><p>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. </p><p></p><p>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 <a href=\"https://hrportal.ehr.com/applied/\" target=\"_blank\"><span><u>benefits</u></span></a>. </p><p></p><div><div><p><b><span>Role Overview</span></b><span> </span></p></div><div><p><span><span>Applied Materials is seeking a<span> </span></span></span><b><span>Customer Experience Program Manager</span></b><span><span><span> </span>to support our innovative EPIC Lab. This role is a<span> </span></span></span><b><span>customer-facing position</span></b><span><span><span> </span>focused on delivering a seamless, high-touch experience for customers engaging with our advanced lab environment.</span></span><span> </span></p></div><div><p><span><span>In this role, you will act as a<span> </span></span></span><b><span>primary point of contact</span></b><span><span><span> </span>for customers, ensuring all aspects of their engagement—from onboarding to on-site visits—are coordinated, efficient, and aligned with business<span> </span></span><span>objectives</span><span>. You will partner closely with internal stakeholders across engineering, operations, and leadership to</span><span><span> </span>develop customer operation<span> </span></span><span>model</span><span><span> </span>to</span><span><span> </span>orchestrate a world-class customer experience.</span><span><span> </span></span><span>The operation model<span> </span></span><span>consists</span><span><span> </span>of<span> </span></span><span>coordination and synchronization of end-to-end operations<span> </span></span><span>required</span><span><span> </span>for EPIC customer engagement. This requires working across all operational teams that support EPIC customers to build a connected, repeatable business process and experience.</span></span><span> </span></p></div><div><p><span> </span></p></div><div><p><b><span>Key Responsibilities</span></b><span> </span></p></div><div><p><b><span>Customer Experience &amp; Engagement</span></b><span> </span></p></div><div><ul><li><p><span><span>Serve as the<span> </span></span></span><b><span>primary<span> </span></span><span>point of contact<span> </span></span></b><span><span>for customers visiting or engaging with the EPIC Lab</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Manage the end-to-end<span> </span></span></span><b><span>customer journey</span></b><span><span>, including visit planning, onboarding, and follow-up</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Ensure a<span> </span></span></span><b><span>high-quality, white-glove experience</span></b><span><span><span> </span>tailored to customer needs and expectations</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Build strong relationships with customers to understand priorities and ensure satisfaction</span></span><span> </span></p></li></ul></div><div><p><b><span>Program Coordination &amp; Operations</span></b><span> </span></p></div><div><ul><li><p><span><span>Drive customer operation model<span> </span></span><span>development<span> </span></span><span>and alignment between<span> </span></span><span>functional teams</span><span>. </span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>C</span><span>oordinat</span><span>e</span><span><span> </span>and synchroniz</span><span>e<span> </span></span><span>end-to-end operations<span> </span></span><span>required</span><span><span> </span>for EPIC customer engagement.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>W</span><span>ork across all operational teams that support EPIC customers to build a connected, repeatable business process and experience.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Plan and coordinate customer visits, demos, and engagements within the EPIC Lab</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Align schedules, resources, and<span> </span></span><span>logistics</span><span><span> </span>across multiple internal teams</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Track and manage<span> </span></span></span><b><span>customer engagement programs</span></b><span><span>, ensuring smooth execution and delivery</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Maintain documentation, timelines, and communication for all customer activities</span></span><span> </span></p></li></ul></div></div><div><div><p><b><span>Cross-Functional Collaboration</span></b><span> </span></p></div><div><ul><li><p><span><span>Partner with engineering, lab operations, and business teams to coordinate customer support</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Act as a<span> </span></span></span><b><span>bridge between technical teams and customers</span></b><span><span>, ensuring clear communication</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Identify</span><span><span> </span>and escalate issues proactively to ensure fast resolution</span></span><span> </span></p></li></ul></div><div><p><b><span>Continuous Improvement</span></b><span> </span></p></div><div><ul><li><p><span><span>Gather customer feedback and insights to improve processes and experience</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Recommend enhancements to workflows, tools, and engagement strategies</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Support development of best practices for customer interaction within the lab environment</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span>Qualifications</span></b><span> </span></p></div><div><p><b><span>Required</span></b><span> </span></p></div><div><ul><li><p><span><span>Bachelor’s degree in Business</span><span>, Communications, or related field (or equivalent experience)</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>7</span><span>&#43; years of experience in<span> </span></span></span><b><span>customer experience, program management, operations, or business support roles</span></b><span> </span></p></li></ul></div><div><ul><li><p><span><span>Experience in<span> </span></span></span><b><span>customer-facing roles within technology, semiconductor, or lab environments</span></b><span> </span></p></li></ul></div><div><ul><li><p><span><span>Strong organizational and project coordination skills</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Excellent communication and interpersonal skills</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Ability to manage multiple priorities in a fast-paced, customer-facing environment</span></span><span> </span></p></li></ul></div><div><p><b><span>Preferred</span></b><span> </span></p></div><div><ul><li><p><span><span>Background in hospitality, concierge services, or high-touch customer engagement models</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Familiarity with program management tools and CRM systems</span></span><span> </span></p></li></ul></div></div><div><div><p><span> </span></p></div><div><p><b><span>Key Competencies</span></b><span> </span></p></div><div><ul><li><p><span><span>Customer-first mindset with strong attention to detail</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>High level</span><span><span> </span>of professionalism and executive presence</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Strong problem-solving and coordination abilities</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Ability to thrive in a cross-functional, dynamic environment</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span>Required Experience</span></b><span> </span></p></div><div><ul><li><p><span><span>5&#43; years of experience in<span> </span></span></span><b><span>customer experience, program management, business operations, or client-facing roles</span></b><span> </span></p></li></ul></div><div><ul><li><p><span><span>Proven ability to manage<span> </span></span></span><b><span>end-to-end customer engagements</span></b><span><span><span> </span>or programs in a fast-paced environment</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Strong organizational and coordination skills with experience handling<span> </span></span></span><b><span>multiple stakeholders and priorities simultaneously</span></b><span> </span></p></li></ul></div><div><ul><li><p><span><span>Excellent communication skills, with the ability to interact professionally with<span> </span></span></span><b><span>customers, executives, and cross-functional teams</span></b><span> </span></p></li></ul></div><div><ul><li><p><span><span>Demonstrated ability to deliver a<span> </span></span></span><b><span>high-touch, concierge-style experience</span></b><span> </span></p></li></ul></div><div><p><span> </span></p></div></div><p style=\"text-align:inherit\"></p><p style=\"text-align:inherit\"></p><p style=\"text-align:left\"><b>Additional Information</b></p><p style=\"text-align:inherit\"></p><p style=\"text-align:left\"><b>Time Type:</b></p>Full time<p style=\"text-align:inherit\"></p><p style=\"text-align:left\"><b>Employee Type:</b></p>Assignee / Regular<p style=\"text-align:inherit\"></p><p style=\"text-align:left\"><b>Travel:</b></p>Yes, 10% of the Time<p style=\"text-align:inherit\"></p><p style=\"text-align:left\"><b>Relocation Eligible:</b></p>Yes<p style=\"text-align:inherit\"></p><p style=\"text-align:inherit\"></p><p style=\"text-align:left\">The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with consideration of internal equity of our current team members. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable.</p><p style=\"text-align:inherit\"></p><p style=\"text-align:left\">For all sales roles, the posted salary range is the Target Total Cash (TTC) range for the role, which is the sum of base salary and target bonus amount at 100% goal achievement.</p><p style=\"text-align:inherit\"></p><p style=\"text-align:left\">Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.</p><p style=\"text-align:inherit\"></p><p style=\"text-align:left\">In addition, Applied endeavors to make our <a target=\"_blank\" href=\"https://www.appliedmaterials.com/us/en/careers.html\"><span><u>careers site</u></span></a> accessible to all users. If you would like to contact us regarding accessibility of our website or need assistance completing the application process, please contact us via e-mail at <span><span><span><span><span><span><span><span><span class=\"WKM0\">Accommodations_Program&#64;amat.com,</span></span></span></span></span></span></span></span></span> or by calling our HR Direct Help Line at 877-612-7547, option 1, and following the prompts to speak to an HR Advisor. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.</p>",
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