Director, Customer Experience (CX)

Ingram Micro Inc; Irvine (CA); On-site; USD 171,000 - 300,000; Full time

Job summary

Ingram Micro Inc. is seeking a Director of Customer Experience (CX) to define and drive enterprise-wide CX strategy, spanning digital, operational, voice and human interactions, with a focus on AI-enabled and automated capabilities.

You will lead CX governance across Product, Engineering, Operations, Support, Finance, Sales and UX, own end-to-end journeys, and balance automation with high-value human engagement to improve CSAT, CES, NPS, and NRR.

Qualifications

• Bachelor’s degree in business, technology, or a related field.
• MBA preferred.
• 10+ years of progressive leadership in CX, Operations, Product, or Platform environments.

Responsibilities

• Define and own the enterprise CX vision and operating model.
• Embed CX into AI, automation, and digital initiatives.
• Lead CX governance across Product, Engineering, Operations, Support, Finance, Sales, and UX.
• Drive CX strategy for SMB and Micro SMB segments.
• Own end-to-end customer journeys.

Skills

CX strategy

AI enablement

Cross-functional leadership

Multi-channel CX

KPI-driven

Data-driven

Education

Bachelor's degree in business

MBA preferred

Job description

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

Director of Customer Experience (CX)

The Director of Customer Experience (CX) is responsible for defining and driving the end-to-end customer experience strategy across the enterprise, spanning all customer interactions - digital, operational, voice, and human. This role ensures that as the company evolves toward more AI-enabled and automated capabilities, customer experience is intentionally designed, consistent, and aligned to customer and business outcomes. The Director does not lead AI transformation directly, but plays a critical role in shaping how AI, automation, and digital capabilities are applied to improve customer journeys, reduce friction, and enable scalable, modern experiences, particularly for SMB and high-volume segments.

Your role

Enterprise CX Strategy & AI Enablement

Define and own the enterprise CX vision and operating model across all customer interactions

Ensure customer experience is embedded into AI, automation, and digital initiatives

Partner with Product, Engineering, and AI teams to align capabilities to real customer needs

Ensure automation enhances, not degrades, customer experience

Customer Lifecycle & Journey Ownership

Own end-to-end customer journeys (pre-sales through post-sales)

Identify and eliminate friction across systems, channels, and teams

Ensure consistency across digital, voice, and operational interactions

CX Modernization (SMB Focus)

Drive modern CX strategy for SMB and Micro SMB segments

Increase adoption of self-service and AI-assisted interactions

Balance automation with high-value human engagement

CX KPI Ownership & Business Impact

Define and govern CX KPIs (CSAT, CES, NPS, NRR, churn, cost-to-serve)

Track experience-oriented automation metrics (self-service adoption, containment, effort)

Ensure AI initiatives are measured against customer outcomes

Voice of Customer & Insights

Establish a unified view of customer feedback across all channels

Translate insights into prioritized, measurable actions

Identify systemic issues across regions and functions

Cross-Functional Leadership & Accountability

Lead CX governance across Product, Engineering, Operations, Support, Finance, Sales, and UX

Drive accountability for customer outcomes

Escalate systemic CX risks to executive leadership

CX + UX Partnership

Partner with UX Design & Research to align journey-level needs with interaction design

Ensure CX insights translate into enterprise-wide improvements

Maintain consistency across customer interactions and product experience

Success in the role

Improvement in CSAT, CES, and journey KPIs

Increased self-service adoption and effective automation

Reduction in repeat contacts and escalations

Measurable impact on NRR, churn, and cost-to-serve

CX embedded as a core enterprise capability

What you bring to the role

Bachelor’s degree in business, technology, or a related field (MBA preferred)

10 + years of progressive leadership in Customer Experience, Operations, Product, or Platform environments

Experience in organizations undergoing AI-enabled or digital CX transformation

Proven ability to embed CX into automation and technology initiatives

Strong understanding of lifecycle, multi-channel CX, and KPI-driven models

Ability to balance automation with customer trust and experience quality

Leadership Characteristics

Enterprise mindset

Data-driven and outcome-oriented

Strong executive presence

Ability to operate across ambiguity

Focus on simplification, scalability, and customer impact

Salary and Benefits

The typical base pay range for this role across the U.S. is USD $171,300.00 - $299,800.00 per year. The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range. At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance.

U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

Compliance & Eligibility

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Equal Opportunity Employer Statement

Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

Company Culture

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey! Learn more at http://careers.ingrammicro.com

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

Let’s shape tomorrow.