Director, Customer Experience

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

Benefits offered by this job

Hybrid work model

Lead global CX team

Customer-centric focus

AI & automation tools

Continuous improvement culture

Job summary

Ladders seeks a Director of Customer Experience to own the global CX program in a leader in manufacturing & automotive. You will drive order-to-cash performance, build a structured Voice of the Customer program, and align cross-functional teams across regions and segments.

This hybrid San Jose role offers $200k–$220k annually, with AI/automation tools and a path to scale a customer-centric organization.

Qualifications

• Bachelors in Business, Supply Chain, Engineering, or related field (MBA preferred).
• 10–15 years leading CX or customer service in semiconductors/electronics.
• 5+ years managing global or multi-region teams (NA, EMEA, APAC).
• Proven O2C experience in allocation-constrained environments.
• Experience with SLAs and KPIs for order accuracy and satisfaction.
• Experience managing distributor relationships and economics.
• Experience deploying automation and AI to boost efficiency.

Responsibilities

• Launch and manage a structured Voice of the Customer program with strategic accounts.
• Design tiered service models for different customer segments.
• Unify processes into a global CX playbook.
• Own and optimize order-to-cash metrics via a scorecard.
• Leverage AI and RPA to automate tasks and enable self-service.
• Ensure accurate reporting for distributor partners.
• Integrate customer health data into forecasting and account plans.
• Lead and develop a global CX team with career ladders.

Skills

Leadership

Global/Multiregional teams

Customer experience strategy

Data analytics

AI/RPA

Cross-functional collaboration

Forecasting

Education

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

MBA

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 own the customer experience function for a global, allocation-constrained environment, bringing structure and consistency to service delivery across regions and customer segments.

The role will focus on improving order-to-cash performance, strengthening strategic customer and partner relationships, and using data, AI, and automation to drive operational excellence.

You will partner closely with commercial, operations, supply chain, and forecasting teams to build a more customer-centric organization with measurable impact on satisfaction, accuracy, and efficiency.

Location: San Jose, 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 with 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 account plans
• Lead and develop a global team of Customer Experience Specialists, establishing a career ladder and succession plan

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 environments
• 5+ years managing global or multi-regional teams across North America, EMEA, and APAC
• Proven track record in order-to-cash management 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, including SAP or Oracle, and Salesforce for order management and data extraction
• Experience deploying 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.