Customer Business Operations Director – Global Accounts (M6)

## 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.

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### 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.

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### 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.

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### 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.

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### 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.

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## 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.

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## 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

## Qualifications

### Education:

Master's Degree

### Skills

### Certifications:

### Languages:

### Years of Experience:

10 - 15 Years

### Work Experience:

## Additional Information

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### Shift:

10-Day 8-Hr (United States of America)

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### Travel:

Yes, 25% of the Time

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### Relocation Eligible:

Yes

### Referral Payment Plan:

None

Salary Range:

$180,500.00 - $248,500.00

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.

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.

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All 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.