Customer Experience Program Manager - EPIC Lab

Role Overview Applied Materials is seeking a Customer Experience Program Manager to support our EPIC Lab. This customer‑facing role focuses on delivering a seamless, high‑touch experience for customers engaging with our advanced lab environment. The manager will act as the 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. The role partners closely with engineering, operations, and leadership to develop a customer operation model that orchestrates a world‑class experience. Key Responsibilities 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. Develop and align customer operation models across functional teams. Coordinate and synchronize end‑to‑end operations for EPIC customer engagement. 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 to ensure smooth execution and delivery. Maintain documentation, timelines, and communication for all customer activities. Partner with engineering, lab operations, and business teams to coordinate customer support. Act as a bridge between technical teams and customers to ensure clear communication. Identify and proactively elevate issues for rapid resolution. Gather customer feedback and insights to improve processes and experience. Recommend enhancements to workflows, tools, and engagement strategies. Support the development of best practices for customer interaction within the lab environment. Qualifications Required Bachelor’s degree in Business, Communications, or a 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. Customer‑first mindset with strong attention to detail. High level of professionalism and executive presence. Strong problem‑solving and coordination abilities. Proficiency in program management tools and CRM systems. Proven ability to deliver a high‑touch, concierge‑style experience. Experience managing end‑to‑end customer engagements or programs in a fast‑paced environment. Experience handling multiple stakeholders and priorities simultaneously. Preferred Background in hospitality, concierge services, or similar high‑touch customer engagement models. Familiarity with program management tools and CRM systems. Additional Information Time type: Full time Employee type: Assignee / Regular Travel: Yes, 10% of the time Relocation eligible: Yes Salary range: $154,000.00 - $212,000.00 Benefits: Comprehensive package including health, wellness, and potential bonus and stock award programs. EEO Statement Applied Materials is an Equal Opportunity Employer. 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. #J-18808-Ljbffr Applied Materials, Inc.