Senior Director of Operations

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Formulate and implement the Service Operations strategy that aligns with the objectives of the company, business, and customer needs.

• Create the operating model, processes, governance, and performance expectations to ensure consistent and scalable service delivery.

• Convert business forecasts, growth of the installed base, product roadmaps, and customer needs into service capacity and operational plans.

• Identify operational risks and emerging service needs while establishing plans for organizational readiness.

• Foster alignment and accountability among service teams, regions, and cross-functional partners.

• Define, track, and continually enhance key service performance metrics.

• Guarantee timely, accurate, and actionable reporting on service performance, utilizing operational data to spot trends, risks, and areas for improvement.

• Establish service operating standards and service hygiene metrics, collaborating with field leadership to ensure process compliance, disciplined execution, and data integrity.

• Initiate corrective actions and promote sustained improvements when performance does not meet expectations.

• Create governance frameworks to maintain improvements and assess business impact.

• Lead organizational transitions associated with new processes, technologies, operating models, and business needs.

• Supervise equipment installation and startup activities to meet or surpass performance targets.

• Collaborate with Field Service, Engineering, Product, and customer-facing teams to enhance installation efficiency and minimize delivery-to-acceptance cycle times.

• Develop strategies to address recurring installation, qualification, and acceptance challenges.

• Integrate lessons learned from installation and field performance into service procedures, training, and product enhancements.

• Formulate workforce and headcount strategies that align with demand, requirements of the installed base, productivity expectations, and growth objectives.

• Enhance labor deployment, utilization, coverage, and cost-efficiency while sustaining service levels and organizational capability.

• Oversee operating budgets and service investments.

• Collaborate with Finance and business leadership on forecasting, workforce planning, productivity initiatives, and financial performance.

• Achieve quarterly and annual financial and operational goals.

⛳️ Requirements

• Bachelor's degree in Engineering, Business, Operations Management, or a related field, or an equivalent combination of education and relevant experience.

• Substantial progressive leadership experience in service operations, field service, operations, engineering, or a related role within the semiconductor equipment, semiconductor manufacturing, advanced manufacturing, or other complex capital-equipment sectors.

• Proven experience in leading managers and large, geographically dispersed technical/service teams.

• Demonstrated success in managing intricate service operations using operational and financial KPIs.

• Background in workforce and capacity planning, resource utilization, budgeting, and cost management.

• Established ability to spearhead large-scale operational enhancements or business transformation efforts.

• Significant experience in managing complex customer issues and collaborating across technical and commercial sectors.

• Proven ability to influence and align senior leaders across functional and organizational boundaries.

• Strong analytical, business, financial, and problem-solving skills.

• Excellent executive communication and stakeholder management capabilities.

• Experience supporting semiconductor capital equipment in high-volume manufacturing settings.

• Familiarity with Lean, Six Sigma, or other structured continuous-improvement methodologies.

• Experience with service analytics, digital service capabilities, automation, and data-driven performance management.

• For specific positions requiring access to technical data, a U.S. export licensing review may be necessary for applicants who are not U.S. Citizens, Permanent Residents, or other protected individuals under 8 U.S.C. 1324b(a)(3).

🏝️ Benefits

• Health coverage

• Dental coverage

• Vision coverage

• Life insurance

• Disability insurance

• PTO

• 401(k) with employer match

• Employee Stock Purchase Program (ESPP)

• Wellness initiatives

• Cutting-edge tools

• Annual bonus opportunities

• Potential long-term incentives tied to company and individual achievements

• Collaborative, inclusive culture