Director, Customer Experience
About the role
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 own the customer experience function for a global, allocation-constrained environment, bringing structure and consistency to service delivery across regions and customer segments. The role will focus on improving order-to-cash performance, strengthening strategic customer and partner relationships, and using data, AI, and automation to drive operational excellence. You will partner closely with commercial, operations, supply chain, and forecasting teams to build a more customer-centric organization with measurable impact on satisfaction, accuracy, and efficiency. Location: San Jose, CA - US based candidates only, no visa sponsorship available.
Responsibilities
- Launch and manage a structured Voice of the Customer and partner program with strategic accounts
- Design and implement a tiered service model for different customer segments
- 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
- 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 career ladder and succession plan
Qualifications
- Bachelor's degree in Business, Supply Chain, Engineering, or a related field; MBA preferred
- 10-15 years leading customer service or experience organizations in billion-dollar semiconductor or electronic-component environments
- 5+ years managing global or multi-regional teams across North America, EMEA, and APAC
- Proven track record in order-to-cash management 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, including SAP or Oracle, and Salesforce for order management and data extraction
- Experience deploying automation and AI to enhance operational efficiency
Benefits
- Hybrid work arrangement with 4 days on-site
- Opportunity to lead a global team in a strategic role
- Focus on building a customer-centric organization
- Access to advanced AI and automation tools
- Engagement in continuous improvement and operational excellence initiatives
Pay
$200,000 – $220,000 annually