Lead Project & Program Manager responsible for strategic initiatives within Business Unit at Wolters Kluwer. Collaborate with leadership and cross - functional teams to enhance operational effectiveness.
About the role
- Program Manager leading operational excellence and performance management for Tech Support operations in Asia at KLA, a semiconductor manufacturing leader.
Responsibilities
- Drive regional operational excellence initiatives to improve consistency, efficiency, and productivity across Asia Tech Support workflows.
- Lead process improvement programs (e.g., standard work, governance cadence, issue-to-closure discipline) and ensure sustained adoption through change management and stakeholder alignment.
- Establish and maintain process compliance mechanisms (audit readiness, adherence tracking, corrective actions), ensuring teams follow required operating procedures and escalation rules-of-engagement.
- Own the operating rhythm for critical Asia operational KPI targets—definition, tracking, reviews, actions, and closure.
- Partner with Ops/IT/BI teams to enhance KPI dashboards and ensure data integrity, usability, and alignment to business outcomes (e.g., service efficiency, productivity, compliance).
- Provide executive-level insights: trends, root causes, leading indicators, and prioritized action plans tied to measurable outcomes.
- Plan and execute cross-functional programs end-to-end: scope, milestones, dependencies, risks, and deliverables—ensuring alignment with global priorities and Asia execution realities.
- Proactively identify risks/issues and implement mitigation plans to protect KPI commitments and program outcomes.
- Influence without authority to drive adoption across Asia Field/Tech Support teams and partner organizations in a global matrix.
- Drive adoption of new/updated processes, tools, and operating model elements; measure adoption and address barriers quickly.
- Facilitate transparent communication across stakeholders; deliver concise updates for leadership reviews, including progress, risks, and mitigation actions.
Requirements
- Bachelor’s degree with 6+ years of related experience; or Master’s degree with 4+ years of related experience; or equivalent practical experience.
- Demonstrated success driving operations programs in a KPI/metrics-driven organization, including KPI definition, tracking, performance reviews, and improvement actions.
- Proven ability to lead cross-functional initiatives and drive execution in a global, matrixed environment (influencing without direct authority).
- Strong analytical, communication, and presentation skills—able to convert complex operational data into executive-ready insights and clear actions.
- Proficiency with project/program management tools and structured execution methods (planning, dependency management, risk management, action tracking).
- Comfort working with data systems and visualization tools (e.g., dashboarding) to support KPI governance and operational decision-making.
- Experience with service-related systems such as CRM / customer relationship management platforms (or equivalent service operations systems).
Benefits
- We offer a competitive, family friendly total rewards package.
- We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.
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