Global Head of AI-Enabled Customer Experience (Hybrid)

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

Job summary

Semtech is seeking a Senior Director of Customer Experience to lead a global team and drive an AI-enabled CX function across order-to-cash, service, and partner programs. This is a hybrid role with San Jose preference, guiding a strategic rev-ops transformation.

You will build a best-in-class, globally consistent CX organization that connects field teams, business units, supply chain, and partners, leveraging AI/RPA to increase productivity while preserving human judgment.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Engineering, or related field; MBA a plus.
• 10–15 years’ experience leading customer service or customer experience teams in large manufacturers.
• 5+ years leading global or multi-regional teams across NA, EMEA, APAC.
• Proven ownership of SLAs and KPIs: order accuracy, on-time delivery, response time, customer satisfaction.
• Experience deploying automation, RPA, or AI to reduce routine work and improve OPEX per head.

Responsibilities

• Voice of the customer and partner programs with strategic accounts and top distributors.
• Design and run tiered service model for Tier 1–3 customers and executive escalation point.
• Converge processes across units, regions, and CRM/ERP into a global CX playbook.
• Own order-to-cash performance metrics and implement predictive health scoring.
• Lead and develop a global team of 15–20 CX Specialists and team leads.

Skills

Leadership

Global team leadership

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree

MBA

Tools

SAP

Oracle

Salesforce

Job description

Semtech is seeking a Senior Director of Customer Experience to lead a global team and drive an AI-enabled CX function across order-to-cash, service, and partner programs. This is a hybrid role with San Jose preference, guiding a strategic rev-ops transformation.

You will build a best-in-class, globally consistent CX organization that connects field teams, business units, supply chain, and partners, leveraging AI/RPA to increase productivity while preserving human judgment.