Global Head of AI-Driven 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

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