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Ladders

Director, Customer Experience

Richmond, BC, Canada

$200,000 to $220,000 USD / year · Full-time

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Job details

Pay: $200,000 to $220,000 USD / year
Job type: Full-time
Apply by: Nov 4, 2026
Experience: 10-15 years leading customer service or experience organizations in billion-dollar semiconductor or electronic-component firms
Posting language: English
Posted: Oct 5, 2026

Original job description

For our client, we are seeking a Director, Customer Experience to join the team of a leader in the Manufacturing & Automotive space.

This leader will shape a global customer experience function that strengthens service delivery, improves order-to-cash performance, and supports a more customer-centric operating model. The role will bring structure to service levels, customer feedback, and partner relationships across regions while partnering closely with commercial, operations, and planning teams. It is well suited for a leader who can combine operational discipline with continuous improvement, automation, and data-driven decision-making.

Location: Richmond, BC - US based candidates only, no visa sponsorship available

Compensation: $200,000 – $220,000 annually

Responsibilities

Launch and manage a structured Voice of the Customer and partner program for strategic accounts
Design and implement a tiered service model for different customer segments
Converge processes and systems into a unified global customer experience playbook
Own and optimize order-to-cash performance metrics through a comprehensive scorecard
Leverage AI and RPA to automate routine tasks and enhance self-service capabilities
Ensure accurate and timely reporting for distributor partners
Collaborate cross-functionally to integrate customer health data into forecasting and planning
Lead and develop a global team of customer experience specialists with a focus on succession planning

Qualifications

Bachelor's degree in Business, Supply Chain, Engineering, or a related field; MBA preferred
10-15 years leading customer service or experience organizations in billion-dollar semiconductor or electronic-component firms
5+ years managing global or multi-regional teams across North America, EMEA, and APAC
Proven track record in order-to-cash processes, especially in allocation-constrained environments
Experience with SLAs and KPIs related to order accuracy and customer satisfaction
Direct management of distributor relationships and associated economics
Expertise in ERP systems, such as SAP or Oracle, and Salesforce for order management and data extraction
Experience with automation and AI to enhance operational efficiency

Benefits

Hybrid work arrangement with 4 days on-site
Opportunity to lead a global team in a strategic role
Focus on building a customer-centric organization
Access to advanced AI and automation tools
Engagement in continuous improvement and operational excellence initiatives

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification - your background could be exactly what this team needs.

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More about this job

Responsibilities

Lead a global customer experience function by establishing customer feedback and partner programs, tiered service models, and a unified operating playbook. Improve order-to-cash performance through scorecards, automation, cross-functional planning, and the development of a global customer experience team.

Requirements

Requires a bachelor's degree in a relevant field, with an MBA preferred, and 10–15 years of leadership experience in customer service or customer experience at a large semiconductor or electronic-components company. Candidates should have global team leadership experience and expertise in order-to-cash operations, distributor relationships, service metrics, ERP systems, Salesforce, and automation.

Skills

Customer Experience Leadership
Voice Of The Customer
Customer Service
Order-To-Cash Management
Service Level Agreements
Key Performance Indicators
Distributor Relationship Management
Global Team Leadership
Process Improvement
Artificial Intelligence
Robotic Process Automation
ERP Systems
SAP
Oracle
Salesforce
Forecasting And Planning

Benefits

Hybrid Work Arrangement
Opportunity To Lead A Global Team
Strategic Leadership Role
Advanced AI And Automation Tools

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Voice Of The Customer
Strategic Accounts
Tiered Service Model
Global Customer Experience Playbook
Order-To-Cash
Scorecards
Artificial Intelligence
Robotic Process Automation
Self-Service
Distributor Partners
Customer Health Data
Forecasting
Planning
Succession Planning
Service Level Agreements
Key Performance Indicators
Order Accuracy
Customer Satisfaction
Distributor Economics
ERP Systems
SAP
Oracle
Salesforce
Order Management
Data Extraction
Semiconductors
Electronic Components
Manufacturing
Continuous Improvement

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