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Jobs · Customer Service · California

Director, Customer Experience (CX)

Ingram Micro · Irvine, CA · 3 wk ago
HybridCustomer Service$171k–$300k/yrFull-time

Enterprise CX Strategy & AI Enablement

Define and own the enterprise CX vision and operating model across all customer interactions
Ensure customer experience is embedded into AI, automation, and digital initiatives
Partner with Product, Engineering, and AI teams to align capabilities to real customer needs
Ensure automation enhances, not degrades, customer experience

CX Modernization (SMB Focus)

Drive modern CX strategy for SMB and Micro SMB segments
Increase adoption of self-service and AI-assisted interactions
Balance automation with high-value human engagement

CX KPI Ownership & Business Impact

Define and govern CX KPIs (CSAT, CES, NPS, NRR, churn, cost-to-serve)
Track experience-oriented automation metrics (self-service adoption, containment, effort)
Ensure AI initiatives are measured against customer outcomes

Voice of Customer & Insights

Establish a unified view of customer feedback across all channels
Translate insights into prioritized, measurable actions
Identify systemic issues across regions and functions

Cross-Functional Leadership & Accountability

Lead CX governance across Product, Engineering, Operations, Support, Finance, Sales, and UX
Drive accountability for customer outcomes
Escalate systemic CX risks to executive leadership

CX + UX Partnership

Partner with UX Design & Research to align journey-level needs with interaction design
Ensure CX insights translate into enterprise-wide improvements
Maintain consistency across customer interactions and product experience

Success in the Role

Improvement in CSAT, CES, and journey KPIs
Increased self-service adoption and effective automation
Reduction in repeat contacts and escalations
Measurable impact on NRR, churn, and cost-to-serve
CX embedded as a core enterprise capability

Qualifications

  • Bachelor’s degree in business, technology, or a related field (MBA preferred)
  • 10 + years of progressive leadership in Customer Experience, Operations, Product, or Platform environments
  • Experience in organizations undergoing AI-enabled or digital CX transformation
  • Proven ability to embed CX into automation and technology initiatives
  • Strong understanding of lifecycle, multi-channel CX, and KPI-driven models
  • Able to balance automation with customer trust and experience quality
  • Leadership Characteristics: Enterprise mindset, Data-driven and outcome-oriented, Strong executive presence, Ability to operate across ambiguity, Focus on simplification, scalability, and customer impact

Pay

The typical base pay range for this role across the U.S. is USD $171,300.00 - $299,800.00 per year.

Schedule

N/A

Benefits

  • Healthcare benefits
  • Paid time off
  • Parental leave
  • 401(k) plan and company match
  • Short-term and long-term disability coverage
  • Basic life insurance
  • Wellbeing benefits

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