Global Planning and Operations Escalation Manager
Core
Leading end-to-end management of high-severity incidents, chronic issues, and escalated customer concerns across the Global Spares organization to ensure operational stability and customer experience.
Role type
Senior IC operations escalation manager
Builds
Operational stability and customer experience for the Global Spares organization
Domain
Semiconductor manufacturing supply chain and logistics
Required skills
Incident management, root cause analysis, cross-functional leadership, executive communication, problem framing, corrective action implementation, stakeholder management, project management, systems thinking, decision facilitation
Preferred skills
Global supply chain experience, ERP/planning systems familiarity (SAP, Kinaxis, SPM), Lean/Six Sigma certification, ITIL framework experience, scalable process development
Technologies
SAP, Kinaxis, SPM, 8D, PS&DM, Five Whys, Fishbone
Responsibilities
Serve as single point accountability for critical business/customer critical escalations; Lead cross-functional response teams for high-severity operational issues; Assess escalation across technical, operational and commercial dimensions; Accurately document incidents, containment, root cause, and decisions; Drive structured Root Cause Analysis using industry-standard methodologies; Develop, track, and validate corrective and preventative actions; Provide clear, concise, and executive-ready updates during live escalations; Publish detailed incident reports, RCA summaries, and postmortem documentation; Develop metrics, dashboards, and reporting mechanisms to track incident trends; Partner with Planning, Operations, Supply Chain, Manufacturing, Engineering, and leadership teams to ensure end-to-end process alignment.
Seniority
Senior, hands-on IC