Global Customer Experience Director - AI-Powered RevOps

Semtech; Irvine (CA); Hybrid; USD 200,000 - 220,000; Full time

Job summary

Semtech is repositioning its customer experience to drive growth through a globally consistent, AI-enabled organization. You will lead a team of 15–20 CX specialists and partners to ensure every commitment to customers and distributors is fulfilled reliably.

You will architect a tiered service model, integrate CRM/ERP processes across regions, and apply AI/RPA to reduce routine work while increasing visibility into order-to-cash health. This is a strategic, revenue-focused leadership role.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Engineering, or related field; MBA a plus.
• 10–15 years leading customer service or CX in semiconductor manufacturers.
• 5+ years leading global or multi-regional teams NA/EMEA/APAC.
• Experience owning order-to-cash processes and backlog management.
• Expert-level fluency in ERP and Salesforce; data extraction.

Responsibilities

• Launch and run a Voice of the Customer and Voice of the Partner program.
• Design tiered service model for Tier 1-3 customers; serve as escalation point.
• Converge processes and create a global CX playbook; ISO readiness.
• Own order-to-cash metrics and implement predictive order-health scoring.
• Use AI and RPA to automate routine tasks and expand self-service.
• Deliver training to distributors and enable partners.
• Collaborate with cross-functional teams and inform forecasting.
• Lead 15-20 CX team and develop career ladder.

Skills

Team leadership

Data-driven

Change management

Strategic thinking

Collaboration

Executive communication

Process optimization

Problem solving

Analytical skills

VOC program

Education

Bachelor's degree in Business

MBA a plus

Tools

SAP

Oracle

Salesforce

ERP systems

RPA tooling

Job description

Semtech is repositioning its customer experience to drive growth through a globally consistent, AI-enabled organization. You will lead a team of 15–20 CX specialists and partners to ensure every commitment to customers and distributors is fulfilled reliably.

You will architect a tiered service model, integrate CRM/ERP processes across regions, and apply AI/RPA to reduce routine work while increasing visibility into order-to-cash health. This is a strategic, revenue-focused leadership role.