Escalation Program Manager

Onto Innovation is a leader in process control, combining global scale with an expanded portfolio of leading-edge technologies that include: 3D metrology spanning the chip from nanometer-scale transistors to micron-level die-interconnects; macro defect inspection of wafers and packages; metal interconnect composition; factory analytics; and lithography for advanced semiconductor packaging. Our breadth of offerings across the entire semiconductor value chain helps our customers solve their most difficult yield, device performance, quality, and reliability issues. Onto Innovation strives to optimize customers’ critical path of progress by making them smarter, faster and more efficient.Job Summary & ResponsibilitiesThe Escalation Program Manager is responsible for leading the end-to-end management of critical part-related escalations impacting field service operations and customer uptime. This role requires advanced analytical capabilities, strong Excel proficiency, and a data-driven mindset to assess escalations, identify root causes, and drive sustainable resolutions. A key focus of this position is leveraging data analytics to prevent escalation reoccurrence while ensuring timely execution and clear communication across cross-functional teams.Key ResponsibilitiesOwn and manage the full lifecycle of parts escalations, from intake through shipmentAnalyze escalation data to identify trends, recurring issues, and systemic root causesDevelop and execute corrective actions to prevent escalation reoccurrenceLeverage advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, data modeling) to build reports and perform analysisMaintain and enhance escalation tracking tools to ensure data accuracy and visibilityDrive accountability across Supply Chain, Planning, Logistics, and Field Service teams to meet resolution timelinesProvide structured and timely communication to stakeholders, including executive summaries and escalation updatesCreate dashboards and reporting to track key KPIs (time to resolution, backlog aging, trend analysis)Lead escalation review meetings and drive action-oriented outcomesIdentify process gaps and implement improvements to optimize escalation management workflowsQualifications3+ years of experience in program management, supply chain, service operations, or escalation managementAdvanced proficiency in Microsoft Excel (pivot tables, XLOOKUP/VLOOKUP, data analysis, reporting)Strong analytical and problem-solving skills with a focus on data-driven decision makingExperience with Oracle ERP systems and reporting tools preferredExcellent communication skills with the ability to influence cross-functional teamsAbility to manage multiple priorities in a fast-paced, high-pressure environmentSuccess MetricsReduction in repeat escalations through effective root cause analysisImproved time to resolution (TTR) and escalation closure ratesAccuracy and effectiveness of escalation reporting and dashboardsImproved field service uptime due to timely part deliveryDemonstrated use of data analytics to drive continuous improvementWhy Join Onto Innovation?At Onto Innovation, we believe your work should matter—and so should your well-being. That’s why we offer competitive salaries and a comprehensive benefits package designed to support you and your family. From health, dental, and vision coverage to life and disability insurance, PTO, and a 401(k) with employer match, we’ve got you covered. You’ll also enjoy access to our Employee Stock Purchase Program (ESPP), wellness initiatives, and cutting-edge tools—all within a collaborative, inclusive culture where your contributions are valued and recognized.Compensation & Growth• Base Salary Range:$86,400.00 - $129,600.00, offered in good faith and based on experience, location, and qualifications.Additional Rewards: Annual bonus opportunities and potential long-term incentives tied to both company and individual success.Empowering Every Voice to Shape the Future:Onto Innovation is committed to creating a workplace where every qualified candidate has an equal opportunity to succeed. We evaluate applicants based on skills, experience, and potential - without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe diversity of thought and background drives innovation and strengthens our team. Important Note on Export ComplianceFor certain positions requiring access to technical data, U.S. export licensing review may be necessary for applicants who are not U.S. Citizens, Permanent Residents, or other protected persons under 8 U.S.C. 1324b(a)(3).SummaryLocation: Milpitas-CA; Wilmington-MA (Jonspin)Type: Full time