Customer Experience Program Manager - EPIC Lab

Who We Are 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.  What We Offer Salary: $154,000.00 - $212,000.00 Location: Santa Clara,CA 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.  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 benefits .  Role Overview   Applied Materials is seeking a  Customer Experience Program Manager  to support our innovative EPIC Lab. This role is a  customer-facing position  focused on delivering a seamless, high-touch experience for customers engaging with our advanced lab environment.   In this role, you will act as a  primary point of contact  for customers, ensuring all aspects of their engagement—from onboarding to on-site visits—are coordinated, efficient, and aligned with business  objectives . You will partner closely with internal stakeholders across engineering, operations, and leadership to  develop customer operation  model  to  orchestrate a world-class customer experience.   The operation model  consists  of  coordination and synchronization of end-to-end operations  required  for EPIC customer engagement. This requires working across all operational teams that support EPIC customers to build a connected, repeatable business process and experience.   Key Responsibilities   Customer Experience & Engagement   ·        Serve as the  primary  point of contact  for customers visiting or engaging with the EPIC Lab   ·        Manage the end-to-end  customer journey , including visit planning, onboarding, and follow-up   ·        Ensure a  high-quality, white-glove experience  tailored to customer needs and expectations   ·        Build strong relationships with customers to understand priorities and ensure satisfaction   Program Coordination & Operations   ·        Drive customer operation model  development  and alignment between  functional teams .    ·        C oordinat e  and synchroniz e  end-to-end operations  required  for EPIC customer engagement.   ·        W ork across all operational teams that support EPIC customers to build a connected, repeatable business process and experience.   ·        Plan and coordinate customer visits, demos, and engagements within the EPIC Lab   ·        Align schedules, resources, and  logistics  across multiple internal teams   ·        Track and manage  customer engagement programs , ensuring smooth execution and delivery   ·        Maintain documentation, timelines, and communication for all customer activities   Cross-Functional Collaboration   ·        Partner with engineering, lab operations, and business teams to coordinate customer support   ·        Act as a  bridge between technical teams and customers , ensuring clear communication   ·        Identify  and escalate issues proactively to ensure fast resolution   Continuous Improvement   ·        Gather customer feedback and insights to improve processes and experience   ·        Recommend enhancements to workflows, tools, and engagement strategies   ·        Support development of best practices for customer interaction within the lab environment   Qualifications   Required   ·        Bachelor’s degree in Business , Communications, or related field (or equivalent experience)   ·        7 + years of experience in  customer experience, program management, operations, or business support roles   ·        Experience in  customer-facing roles within technology, semiconductor, or lab environments   ·        Strong organizational and project coordination skills   ·        Excellent communication and interpersonal skills   ·        Ability to manage multiple priorities in a fast-paced, customer-facing environment   Preferred   ·        Background in hospitality, concierge services, or high-touch customer engagement models   ·        Familiarity with program management tools and CRM systems   Key Competencies   ·        Customer-first mindset with strong attention to detail   ·        High level  of professionalism and executive presence   ·        Strong problem-solving and coordination abilities   ·        Ability to thrive in a cross-functional, dynamic environment   Required Experience   ·        5+ years of experience in  customer experience, program management, business operations, or client-facing roles   ·        Proven ability to manage  end-to-end customer engagements  or programs in a fast-paced environment   ·        Strong organizational and coordination skills with experience handling  multiple stakeholders and priorities simultaneously   ·        Excellent communication skills, with the ability to interact professionally with  customers, executives, and cross-functional teams   ·        Demonstrated ability to deliver a  high-touch, concierge-style experience   Why Join Us?   This is a unique opportunity to be at the forefront of Applied Materials’  EPIC Lab i