Program Manager, Tech Support Operations

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 targetsdefinition 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 deliverablesensuring 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

• Bachelors degree with 6 years of related experience; or Masters 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 skillsable 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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