Americas Regional Customer Experience Manager

Qnity; Marlborough (MA); On-site; USD 132,000 - 207,000; Full time

Job summary

Qnity seeks an Americas Regional Customer Experience Leader to drive customer success, operational excellence, and business growth across the region. You will lead Customer Service, Pricing, Customer Operations, Enablement, and CRM teams, partnering with Commercial, Supply Chain, Finance, Digital Technology, and Operations leaders to deliver outstanding outcomes.

Reporting to the Global Customer Experience Leader, you will champion a customer-first culture, accelerate digital transformation, and

Qualifications

• Significant leadership experience in customer experience, customer service, commercial operations, supply chain, or related functions.
• Deep understanding of order-to-cash processes, CRM, and service operations.
• Proven success leading leaders in complex, matrixed organizations.
• Strong strategic thinking and stakeholder management skills.
• Experience driving transformation and business results.
• Willingness to travel internationally (≈30%).
• APICS CPIM/CSCP or Six Sigma certification is an advantage.

Responsibilities

• Lead and coach a high-performing Americas Customer Experience organization.
• Drive talent development, succession planning, engagement, and performance.
• Own regional customer-facing operations across service, pricing, enablement, CRM, and order fulfilment.
• Shape regional strategy by translating global CX plans into actionable programs.
• Partner with cross-functional teams to improve customer engagement and operational effectiveness.
• Ensure compliance with policies and drive continuous improvement.

Skills

Leadership experience

Order-to-Cash

CRM

Stakeholder management

Strategic thinking

Global exposure

Education

APICS CPIM/CSCP

Bachelor's degree in Business or related

Job description

Are you looking to power the next leap in the exciting world of advanced electronics? Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics.

At Qnity , we’re more than a global leader in materials and solutions for advanced electronics and high-tech industries – we’re a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.

Summary

Are you passionate about creating exceptional customer experiences while leading high-performing teams across a dynamic, global organization? We are looking for an Americas Regional Customer Experience Leader to drive customer success, operational excellence, and business growth across the region.

In this strategic leadership role, you will lead Customer Service, Pricing, Customer Operations, Enablement, and Customer Relationship Management teams, partnering closely with Commercial, Supply Chain, Finance, Digital Technology, and Operations leaders to deliver outstanding customer outcomes and business results.

Reporting to the Global Customer Experience Leader, you will champion a customer-first culture, accelerate digital transformation, and ensure seamless execution across the entire order-to-cash journey.

What You'll Do

Lead & Inspire

• Build, develop, and coach a high-performing Customer Experience organization.

• Drive talent development, succession planning, engagement, and team performance.

• Foster a culture of accountability, collaboration, and continuous improvement.

Elevate the Customer Experience

• Own customer-facing operations across service, pricing, enablement, CRM, and order fulfillment.

• Strengthen relationships with customers, commercial teams, and key stakeholders.

• Champion service excellence, customer satisfaction, and business growth.

• Drive automation, digitization, and process simplification initiatives.

Deliver Operational Excellence

• Achieve regional service, productivity, and performance goals.

• Partner with Supply Chain and Operations teams to ensure reliable customer fulfillment.

• Lead issue resolution, escalation management, and continuous improvement efforts.

• Ensure compliance with company policies, regulations, and control requirements.

Shape Strategy & Growth

• Translate global Customer Experience strategies into impactful regional action plans.

• Lead cross-functional initiatives that improve customer engagement and operational effectiveness.

• Identify and scale best practices across the organization.

• Drive innovation through benchmarking, analytics, and data-driven decision-making.

What You Bring

• Significant leadership experience in Customer Experience, Customer Service, Commercial Operations, Supply Chain, or related functions.

• Deep understanding of order-to-cash processes, customer relationship management, and service operations.

• Proven success leading leaders and influencing across complex, matrixed organizations.

• Strong strategic thinking, business acumen, and stakeholder management skills.

• Experience driving transformation, operational improvements, and business results.

• Ability to thrive in a global, fast-paced environment.

• Electronics industry experience is a plus.

• APICS (CPIM/CSCP) or Six Sigma certification is an advantage.

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

• Ability to travel internationally (approximately 30%).

Why Join Us?

This is an opportunity to shape the future of customer experience across the Americas, influence key business decisions, and lead transformational initiatives that create meaningful impact for customers, employees, and the business. If you are a strategic, customer-focused leader who thrives on driving change and delivering results, we'd love to hear from you.

Qnity is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information (https://www.qnityelectronics.com/accessibility.html) .

Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page (https://careers.qnityelectronics.com/us/en/compensation-and-benefits-final) .

We use Artificial Intelligence (AI) to enhance our recruitment process.

The Pay range for this role is $131,600.00 - $206,800.00 Annual

How Base Pay is Determined:

Qnity has job leveling frameworks that help organize roles based on progressive levels of responsibility, proficiency and qualifications. Each role has an associated pay range (or an established pay rate for some roles) based on the competitive market in each country where we operate. Each individual’s pay is based on a variety of factors, including their role and the associated pay range for that role, their geographic location (i.e., country, state, metropolitan area), as well as their skills, experience, education and certifications, and performance.