The impact you'll makeThe Global Planning & Operations Escalation Manager is responsible for leading end-to-end management of high-severity incidents, chronic issues, and escalated customer or stakeholder concerns across the organization. This role ensures cross functional team formation, rapid containment, thorough root-cause analysis, cross-functional alignment, and implementation of long-term corrective actions that improve operational stability and customer experience.
The position partners closely with Global Planning & Operations teams, Supply Chain, Manufacturing, Customer Operations, Product Groups and senior leadership to minimize business impact and prevent recurrence of systemic issues.
What you'll do- Escalation Ownership & Incident Response
- Serve as single point accountability for critical escalations business/customer critical escalations, ensuring timely, transparent communication and resolution.
- Assess escalation across technical, operational and commercial dimensions to balance priority across the team.
- Accurately document incidents, containment, root cause, and decisions.
- Cross-functional leadership without direct authority
- Problem Management
- Rapid Problem Framing (Signal>Noise): taking fragmented inputs and quickly framing the problem, blocking issue/decision, and business impact.
- Drive structured Root Cause Analysis (RCA) using industry standard methodologies (e.g., 8D, PS&DM, Five Whys, Fishbone).
- Communication & Reporting
- Provide clear, concise, and executive ready updates during live escalations and throughout incident resolution cycles.
- Develop metrics, dashboards, and reporting mechanisms to track incident trends, performance, and improvement progress.
Who we're looking for- Bachelor's degree in Supply Chain, Operations Management, Business, Engineering, or related field with 15+ years of experience; or Master's degree with 12+ years' experience; or equivalent experience.
- 10+ years of experience in technical support, operations, incident management, supply chain operations, or similar roles.
- Strong analytical and problem solving skills with the ability to rapidly understand complex systems and processes.
- Exceptional communication skills, including executive level reporting, stakeholder management, and customer facing interactions.
Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories - On-site Flex and Virtual Flex. 'On-site Flex' you'll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. 'Virtual Flex' you'll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.
SalaryCA San Francisco Bay Area Salary Range for this position: Min $137,000 - Max $287,000.
The above salary range for this position is relevant to applicants that reside or work onsite in the California, San Francisco Bay Area only. Salary offers will depend on factors that include the location you work from, your level, education, training, specific skills, years of experience and comparison to other employees already in this role. Actual salary may vary from salary offered due to numerous factors including but not limited to unpaid time off, unpaid leave, company mandated shutdown, and other relevant factors.
Our Perks and BenefitsAt Lam, our people make amazing things possible. That's why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.
