Director, Customer Experience

Ladders; Camarillo (CA); Hybrid; USD 200,000 - 220,000; Full time

Benefits offered by this job

Hybrid work with 4 days on-site

Access to AI & automation tools

Strategic role in Revenue Operations

Career advancement within growing org

Job summary

Ladders is seeking a Director of Customer Experience in Camarillo, CA to lead global CX strategy focused on order-to-cash, distributor relations, and service excellence. You’ll unify processes, data and tools to improve efficiency, scale, and customer satisfaction across a global environment.

Ideal candidates have 10–15 years in CX leadership within large electronics/semiconductor settings, plus 5+ years managing multi-regional teams, with strong ERP/Salesforce experience and a track record in

Qualifications

• Bachelor’s degree in Business, Supply Chain, Engineering, or a related field.
• MBA preferred for strategic leadership in CX initiatives.
• 10–15 years leading customer service or CX in large semiconductor/electronics environments.
• 5+ years managing global or multi-regional teams (NA/EMEA/APAC).
• Proven track record in order-to-cash processes and KPI/SLA ownership.
• Experience with ERP systems (SAP/Oracle) and Salesforce for order mgmt & data extraction.
• Experience applying automation and AI to boost 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.
• Unify processes and systems into a global CX playbook.
• Own and optimize order-to-cash performance metrics with 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 CX Specialists with clear career progression.

Skills

CX leadership

global team leadership

strategic planning

AI & RPA awareness

customer-centric mindset

Education

Bachelor’s degree in Business / related field

MBA preferred

Tools

SAP

Oracle

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 oversee customer experience strategy with a strong emphasis on order-to-cash performance, distributor relationships, and service delivery excellence. The role will unify global processes, data, and tools into a more consistent customer experience model while partnering closely with Revenue Operations, forecasting, and planning teams. This is a highly visible leadership opportunity to improve operational efficiency, customer satisfaction, and scalability across a global environment.

Location: Camarillo, CA - 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, establishing a clear career progression

Qualifications

• Bachelor's degree in Business, Supply Chain, Engineering, or a related field; MBA preferred
• 10-15 years leading customer service or customer experience organizations in billion-dollar semiconductor or electronic-component companies
• 5+ years managing global or multi-regional teams across NA, 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 economics
• Expertise in ERP systems (SAP, 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 transformative customer experience initiative
• Access to advanced AI and automation tools
• Engagement in a strategic role within Revenue Operations
• Potential for career advancement within a growing organization

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.