Global Director, Customer Experience & AI Automation (Hybrid)

Ladders

San Jose (CA)

Hybrid

USD 200,000 - 220,000

Full time

4 days ago

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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.