Customer Experience Program Manager - EPIC Lab

Role Overview

Applied Materials is seeking aCustomer Experience Program Managerto support our innovative EPIC Lab. This role is acustomer-facing positionfocused on delivering a seamless, high-touch experience for customers engaging with our advanced lab environment.

In this role, you will act as aprimary point of contactfor customers, ensuring all aspects of their engagement—from onboarding to on-site visits—are coordinated, efficient, and aligned with businessobjectives. You will partner closely with internal stakeholders across engineering, operations, and leadership todevelop customer operationmodeltoorchestrate a world-class customer experience.The operation modelconsistsofcoordination and synchronization of end-to-end operationsrequiredfor 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 theprimarypoint of contactfor customers visiting or engaging with the EPIC Lab

• Manage the end-to-endcustomer journey, including visit planning, onboarding, and follow-up

• Ensure ahigh-quality, white-glove experiencetailored to customer needs and expectations

• Build strong relationships with customers to understand priorities and ensure satisfaction

Program Coordination & Operations

• Drive customer operation modeldevelopmentand alignment betweenfunctional teams. 

• Coordinateand synchronizeend-to-end operationsrequiredfor 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, andlogisticsacross multiple internal teams

• Track and managecustomer 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 abridge between technical teams and customers, ensuring clear communication

• Identifyand 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 incustomer experience, program management, operations, or business support roles

• Experience incustomer-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 levelof 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 incustomer experience, program management, business operations, or client-facing roles

• Proven ability to manageend-to-end customer engagementsor programs in a fast-paced environment

• Strong organizational and coordination skills with experience handlingmultiple stakeholders and priorities simultaneously

• Excellent communication skills, with the ability to interact professionally withcustomers, executives, and cross-functional teams

• Demonstrated ability to deliver ahigh-touch, concierge-style experience