Customer Experience Program Manager - EPIC Lab

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.
• Coordinate and synchronize end-to-end operations required for EPIC customer engagement.
• Work 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 ## Qualifications ###

Education:

Bachelor's Degree ### Skills ###

Certifications:

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Languages:

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Years of Experience:

10 - 15 Years ###

Work Experience:

## Additional Information ### ###

Shift:

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

Travel:

Yes, 10% of the Time ### ###

Relocation Eligible:

Yes ###

Referral Payment Plan:

Employee Referral (Standard)

Salary Range:

$154,000.00 - $212,000.00 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.