Director, Customer Experience

For our client, we are seeking a Director, Customer Experience to join the team of a leader in the Manufacturing & Automotive space. This leader will oversee the end-to-end customer experience function, with a strong focus on order-to-cash performance, service consistency, and issue resolution across a global operating environment. The role will bring structure to customer feedback, align internal teams around common service standards, and improve the tools and processes that support strategic accounts and distributor partners. This is a highly cross-functional leadership position with direct impact on customer satisfaction, operational efficiency, and forecasting quality. Location: Irvine, CA - US based candidates only, no visa sponsorship available Compensation: $200,000 – $220,000 annually Responsibilities Launch and manage a structured Voice of the Customer and Partner program for strategic accounts Design a tiered service model for different customer segments, serving as the escalation point for critical issues Converge processes and systems into a unified global Customer Experience playbook Own and optimize order-to-cash performance metrics through a comprehensive scorecard Leverage AI and RPA to automate routine tasks and enhance self-service capabilities Ensure accurate and timely reporting for distributor partners, equipping them with necessary tools and training Collaborate cross-functionally to integrate customer health data into forecasting and account plans Lead and develop a global team of Customer Experience Specialists, establishing a clear career progression Qualifications Bachelor's degree in Business, Supply Chain, Engineering, or a related field; MBA preferred 10-15 years leading customer service or customer experience organizations in billion-dollar semiconductor or electronic-component firms 5+ years managing global or multi-regional teams across NA, EMEA, and APAC Proven track record in order-to-cash processes, especially in allocation-constrained environments Experience with SLAs and KPIs related to order accuracy and customer satisfaction Direct management of distributor relationships and economics Expertise in ERP systems (SAP, Oracle) and Salesforce for order management and data extraction Experience with automation and AI to enhance operational efficiency Benefits Hybrid work arrangement with 4 days on-site Opportunity to lead a transformative customer experience initiative Access to advanced AI and automation tools Collaboration with cross-functional teams in a global setting Potential for career advancement within a growing organization Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.