Account Operations Director

WGNSTAR is a dynamic and growing company with a global footprint. Primarily focused on the semiconductor industry, we provide a platform for you to expand your career with knowledge gained on the job training, and tailored development. We know we need talented people like you that hold similar values, which is why we do not put limits on learning, development, industry, and personal growth. Start your path to a WGNSTAR career today!

The Account Operations Director leads service delivery and operational performance for key customer accounts in the semiconductor equipment installation and service support business. This role is responsible for driving KPI performance, leading a team of 5+ direct reports, strengthening customer relationships, and ensuring consistent execution across safety, quality, staffing, responsiveness, and financial performance. The Account Operations Director partners closely with customers and internal stakeholders to deliver operational excellence, resolve issues quickly, and build a high-performing, accountable team.

Schedule: Monday - Friday, Office-Based 
Pay Rate: $120k - $160k annually, DOE, + Discretionary annual bonus
Location: Malta, NY
Travel: Must be able to travel locally and domestically
Position Type: Full Time
Benefits: This position is eligible for WGNSTAR’s full benefits package, including Medical, Dental, Vision, and 401(k). Additional benefits are listed at the end of this posting.

Principal Duties and Responsibilities:

• Manage, coach, and develop a team of 5+ direct reports, building strong accountability, capability, and performance discipline
• Lead day-to-day account operations for semiconductor equipment installation and service support programs across assigned customer sites or regions
• Establish, track, and improve KPIs related to service delivery, customer satisfaction, safety, quality, productivity, response time, and financial performance
• Review operational results regularly and lead corrective actions to address gaps, risks, and underperformance
• Build strong customer relationships through consistent communication, responsiveness, and execution against commitments
• Deliver a high standard of service excellence that supports customer uptime, reliability, and overall business objectives
• Partner with field leaders, technical teams, HR, finance, and other cross-functional groups to ensure effective staffing, resource alignment, and operational support
• Lead problem-solving efforts for service issues, escalations, and process breakdowns, ensuring timely resolution and clear follow-through
• Drive continuous improvement in workflows, reporting, team effectiveness, and service quality
• Support budget performance, cost control, forecasting, and resource planning across the account
• Ensure compliance with safety requirements, company policies, customer standards, and regulatory expectations
• Create a culture of ownership, urgency, collaboration, and customer focus across the team

Requirements:

• 10+ years of operations, account leadership, or service delivery experience in semiconductor equipment, technical services or field service is required
• 5+ years experience leading people managers
• Strong experience managing KPIs and using operational data to drive decisions and performance improvement
• Demonstrated success leading customer-facing operations in a high-expectation service environment
• Strong leadership, communication, and relationship-management skills
• Experience handling escalations, balancing competing priorities, and driving execution in fast-paced technical environments
• Customer-friendly, presentable, and personable as a Company Representative
• Comfortable dealing with all levels in internal and external organizations
• IT proficient with the ability to write clear, coherent, concise and professional emails and presentations
• Leadership, coaching, and mentoring ability
• Drive and desire to identify, grow, and deliver business development opportunities
• Ability to travel as required to support business needs

Preferences:

• 15+ years of experience in a Operations Account Management role within the Semiconductor industry. 
• Bachelor’s degree in business, operations, engineering, or a related field 

Physical Effort/Activities: On a continuous basis will work in an office environment, sit at desk for a long period of time, intermittently answer telephone and use a computer to communicate. On an occasional basis in the performance of duties, may be required to walk, stand, and lift up to 50 pounds. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Additional Benefits: Paid Vacation, Select Holidays, Overtime Opportunities, On-site Facilities & Career Development Opportunities.

The people who thrive most at WGNSTAR are those individuals who perform well in a team environment, enjoy interacting and engaging with several different stakeholders, and adapt quickly to changing environments, while leveraging their skills, quality, and knowledge to drive themselves and their teams towards continuous improvement and success.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

This position is not eligible for visa sponsorship. All applicants must be legally authorized to work in the United States without the need for current or future sponsorship (e.g., H-1B, O-1, etc). Additionally, WGNSTAR does not participate in the STEM OPT extension program for this role.

Equal opportunities and Social Governance

WGNSTAR is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

WGNSTAR places an immense emphasis on equal employment, encourages diversity in the workplace, and applies an open-door policy for inclusion of all employees. Our diversity program encourages people from any gender, background, ethnicity, culture, education, and experience to join the company and more importantly build a career through employee development.