Director, Customer Experience

Sierra Wireless; San Jose (CA); Hybrid; USD 170,000 - 210,000; Full time

Job summary

Semtech seeks a global Head of Customer Experience to lead a 15–20 member team across regions, driving a customer-centric growth strategy and ensuring reliable, scalable support for customers and partners. The role sits in a Revenue Operations framework, aligning with field sales, supply chain, IT and finance to maximize revenue outcomes.

You will build an AI-enabled CX organization, connect field teams and business units into a single experience, and provide real-time visibility into

Qualifications

• Bachelor's degree in Business, Supply Chain, Engineering, or related field required; MBA a plus.
• 10-15 years' experience leading customer service or related teams.

Responsibilities

• Voice of the customer and partner: Launch and run a Voice of the Customer program with strategic accounts and top distributors.
• Design and run a tiered service model for Tier 1, Tier 2, and Tier 3 customers, including executive escalation for critical issues.
• Converge processes, SLAs, scorecards, and systems into a single global Customer Experience playbook; maintain ISO audit readiness; codify an M&A integration playbook.
• Own order-to-cash performance: accuracy, on-time delivery, cycle time, and reduce errors and rework; implement predictive health scoring.

Skills

Leadership

Cross-functional leadership

AI automation

Program management

Education

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

MBA

Tools

CRM/ERP systems

Job description

Location:

San Jose, CA preferred

Work Arrangement:

Hybrid, 4 days on site (Monday to Thursday)

Our Team:

Semtech's Customer Experience team is a global team spread across the Americas, EMEA, and APAC. It is the operational backbone that turns every sales commitment into recognized revenue and a relationship worth expanding, so customers and partners experience Semtech as easy, reliable, and worth growing with.

Job Summary:

Semtech is moving from a product-centric operator to a customer-centric growth company. You will lead the global team that keeps every commitment we make to a customer or partner, and keeps it in a way that makes them want to do more business with us.

You will build a best-in-class, globally consistent, AI-enabled Customer Experience organization: one that anticipates needs before they become problems, connects field teams, business units, supply chain, and partners into a single seamless experience, and gives commercial leadership real-time visibility into the health of the order-to-cash cycle. You will use AI to raise the team’s productivity, efficiency, and effectiveness, freeing people for the judgment and relationship work customers value. This is a builder’s role and a strategic seat in a Revenue Operations organization measured on commercial productivity (Rev/OPEX).

Responsibilities:

• Voice of the customer and partner: Launch and run a structured Voice of the Customer and Voice of the Partner program with strategic accounts and top distributors, baseline CSAT/NPS-style measures, and tie results to improvement priorities reported to executive leadership.
• Service model and customer intimacy: Design and run a tiered service model for Tier 1 strategic, Tier 2 growth, and Tier 3 and long-tail customers, including named Customer Experience partners for strategic accounts, and serve as the executive escalation point for critical customer issues.
• Global operating model: Converge processes, SLAs, scorecards, and systems across business units, regions, and CRM/ERP environments into a single global Customer Experience playbook; maintain ISO audit readiness; and codify a repeatable M&A integration playbook.
• Order-to-cash performance: Own order accuracy, on-time delivery, response time, order-to-cash cycle time, and error and rework rates through one scorecard, and stand up predictive service (order-health scoring and at-risk account flags) so issues are resolved before they become escalations.
• AI and automation: Use AI and RPA to take routine work (order entry, status updates, basic RMA intake, standard reporting) off the team’s desk, expand customer and distributor portal self-service, and quantify the function’s contribution to commercial Rev/OPEX productivity.
• Partner economics: Deliver accurate, on-time ship-and-debit, price protection, stock rotation, and POS/POR reporting, and equip distribution partners with the training, portal capability, and data to serve Tier 2 and Tier 3 customers to Semtech's standard.
• Cross-functional partnership: Work as one system with Field Sales and Applications, Business Units, Supply Chain and Planning, Finance, Pricing and Commercial Policy, Revenue Operations and IT, and Corporate Distribution, and feed customer health, backlog trends, and expansion signals into forecasting and account plans.
• Team leadership and talent: Lead and develop a global team of 15-20 Customer Experience Specialists and their team leads; build a documented career ladder and succession plan, with internal-ready successors identified for the Director role and every team-lead role.

Minimum Qualifications:

• Bachelor's degree in Business, Supply Chain, Engineering, or a related field required; MBA a plus
• 10-15 years' experience leading customer service or