Director, Customer Experience

Ladders; Richmond; Hybrid; CAD 200,000 - 220,000; Full time

Benefits offered by this job

Hybrid work

Global team leadership

AI & automation tools

Continuous improvement

Job summary

Ladders is seeking a Director, Customer Experience to lead a global CX function in the Manufacturing & Automotive space from Richmond, BC. The role shapes service delivery, order-to-cash performance, and a customer-centric operating model, partnering with commercial, operations and planning to bring structure to SLAs, feedback, and partner relationships.

The ideal leader combines operational discipline with continuous improvement, automation, and data-driven decision making, and will build and

Qualifications

• Bachelor's degree required; MBA preferred.
• 10–15 years leading customer service or experience organizations in large semiconductor/electronic-component firms.
• 5+ years managing global or multi-regional teams (NA, EMEA, APAC).
• Proven track record in order-to-cash processes and SLAs/KPIs.
• Experience with distributor relationships and associated economics.
• Experience with automation and AI to enhance efficiency.

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 CX 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 reporting for distributor partners is accurate and timely.
• Collaborate cross-functionally to integrate customer health data into forecasting and planning.
• Lead and develop a global team of CX specialists with succession planning.

Education

Bachelor's degree in Business, Supply Chain, Engineering, or related field

MBA preferred

Tools

SAP

Oracle ERP

Salesforce

Job description

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.