Engineering Mgmt - Operation Manager

Overview Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~16,800 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.

Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

Responsibilities Position Summary

The Operating Manager (OM) is responsible for leading the Korea Keysight Technical & Application Support (KTAS) organization, ensuring world-class customer support delivery, operational excellence, workforce management, business growth support, and strategic program execution. The role manages a team of Application Engineers supporting strategic customers and other key accounts while driving customer satisfaction, operational efficiency, and revenue-enabling activities.

Key Responsibilities

Operational Leadership

• Own Korea KTAS operational performance and KPI attainment.
• Drive SLA, CSAT, CES, First Contact Resolution, Resolution Time and Escalation metrics.
• Lead continuous improvement initiatives to improve efficiency and customer experience.
• Manage customer escalations and ensure timely resolution of critical issues.
• Review operational performance and establish corrective actions where necessary.
• Ensure effective utilization of people, equipment and support infrastructure, considering and balance of customer demand, organizational priorities and resources.

People Leadership

• Lead, coach and develop a team of technical support and application engineering professionals.
• Drive employee engagement, capability development and succession planning.
• Manage hiring, onboarding, workforce planning and resource allocation.
• Foster a culture of collaboration, technical excellence and customer advocacy.

Customer Success & Strategic Account Support

• Ensure high-quality support experiences that strengthen customer loyalty and retention.
• Build strong partnership with Sales, Service, COE, IST and Product Teams to accelerate customer success.
• Provide executive-level support during customer escalations and business-critical situations.

Global Program & Transformation Leadership

• Contribute to global KTAS initiatives and cross-regional programs.
• Lead or participate in AI transformation efforts, customer experience initiatives and process improvements.
• Represent the voice of customers and frontline operations in global roadmap discussions.
• Share regional best practices across the global KTAS organization.

Qualifications

• Bachelor's or Master degree in Engineering, Electronics, Telecommunications, Computer Engineering, or related technical discipline.
• Preferabley 8-10 years of experience in technical support, application engineering, customer-facing engineering, or related technology roles.
• Minimum 1-2 years of leadership experience managing technical professionals, technical teams, or support organizations.
• Demonstrated ability to manage customer escalations and drive resolution of complex technical issues.
• Experience working cross-functionally with Sales, Service, Product Development, R&D, Marketing, and Global Operations teams.
• Strong written and verbal communication skills with the ability to engage engineers, customers, senior leadership, and executive stakeholders.
• Experience managing operational KPIs, resource allocation, and business reviews.

Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***