Director, Customer Experience

Job summary

Lead a global customer experience function by establishing customer feedback and partner programs, tiered service models, and a unified operating playbook. Improve order-to-cash performance through scorecards, automation, cross-functional planning, and the development of a global customer experience team.

Job details

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 shape a global customer experience function that strengthens service delivery, improves order-to-cash performance, and supports a more customer-centric operating model. The role will bring structure to service levels, customer feedback, and partner relationships across regions while partnering closely with commercial, operations, and planning teams. It is well suited for a leader who can combine operational discipline with continuous improvement, automation, and data-driven decision-making. Location: Richmond, BC - 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 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 planning Lead and develop a global team of customer experience specialists with a focus on succession planning 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 firms 5+ years managing global or multi-regional teams across North America, 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 associated economics Expertise in ERP systems, such as SAP or 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 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 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.

What you’ll do

Lead a global customer experience function by establishing customer feedback and partner programs, tiered service models, and a unified operating playbook. Improve order-to-cash performance through scorecards, automation, cross-functional planning, and the development of a global customer experience team.

Requirements

Requires a bachelor's degree in a relevant field, with an MBA preferred, and 10–15 years of leadership experience in customer service or customer experience at a large semiconductor or electronic-components company. Candidates should have global team leadership experience and expertise in order-to-cash operations, distributor relationships, service metrics, ERP systems, Salesforce, and automation.

Benefits

• Hybrid Work Arrangement
• Opportunity To Lead A Global Team
• Strategic Leadership Role
• Advanced AI And Automation Tools
• Continuous Improvement Initiatives

Listed skills

• SAP · Preferred
• Customer service · Preferred
• ERP systems · Preferred
• Oracle · Preferred
• Process Improvement · Preferred
• Salesforce · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Experience Leadership
• Voice Of The Customer
• Customer Service
• Order-To-Cash Management
• Service Level Agreements
• Key Performance Indicators
• Distributor Relationship Management
• Global Team Leadership
• Process Improvement
• Artificial Intelligence
• Robotic Process Automation
• ERP Systems
• SAP
• Oracle
• Salesforce
• Forecasting And Planning

Job areas

• Management & Leadership
• Customer Service & Support
• Manufacturing
• Data & Analytics
• Technology

More jobs from Ladders