Company Overview
KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.Group/Division
The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.Job Description/Preferred Qualifications
- 10+ years of progressive experience in vendor operations management, with a strong focus on leading large‑scale contact center operations and managing strategic vendor relationships.
- Extensive experience working with BPO organizations, including oversight of outsourced contact center services, performance governance, and relationship management across multiple regions and vendors.
- Proven ability to lead and execute change management initiatives, including process transformations, platform implementations, and operating model changes within complex, global environments.
- Demonstrated success in developing, delivering, and maintaining training programs, enablement materials, and ongoing competency models to support both vendor teams and internal stakeholders.
- Strong experience managing complex escalations from internal and external customers, resolving high‑impact operational, service, or relationship issues with professionalism and urgency.
- Deep expertise in vendor performance management, including SLA/KPI definition, monitoring, continuous improvement planning, and driving accountability through structured governance forums.
- Exceptional ability to collaborate, communicate, and build trusted partnerships with internal teams, external vendors, and senior stakeholders across a matrixed organization.
- Strong leadership presence with the ability to influence without authority, align cross‑functional teams, and drive outcomes through clarity, data, and relationship‑based leadership.
- Highly effective written and verbal communication skills, with experience presenting operational insights, risks, and recommendations to executive‑level audiences.
- Demonstrated analytical and problem‑solving skills, with the ability to translate operational data into actionable insights and strategic decisions.
- Bachelor’s degree in Business, Operations, or a related field or equivalent practical experience.
Minimum Qualifications
- 7+ years of experience in contact center operations, vendor operations, or service operations, with direct responsibility for day‑to‑day performance and delivery.
- Hands‑on experience managing external vendors, including performance monitoring, issue resolution, and ongoing operational collaboration.
- Demonstrated experience working with or within BPO organizations, supporting outsourced contact center or customer support operations.
- Proven ability to manage operational escalations from internal stakeholders and external customers, ensuring timely resolution and clear communication.
- Experience supporting or participating in change initiatives, such as process improvements, workflow changes, system implementations, or operational transitions.
- Experience contributing to or maintaining training materials, SOPs, or knowledge documentation for contact center or operational teams.
- Strong communication and collaboration skills, with the ability to work effectively across internal teams and external vendor partners.
- Ability to prioritize competing demands, make sound operational decisions, and maintain service continuity in a fast‑paced environment.
- Proficiency using contact center tools, case management systems, or operational reporting, with the ability to interpret performance data to support decisions.
- Bachelor’s degree in Business, Operations, or a related field or equivalent practical experience.
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
Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.