Director, Customer Experience
- Burlington, ON, 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
- Experience
- 10-15 years leading customer service or customer experience organizations in billion-dollar semiconductor or electronic-component firms
- Posting language
- English
- Posted
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 the customer experience strategy across global markets, with a strong focus on order fulfillment, service quality, and distributor support. The role will bring greater consistency to processes, reporting, and escalation handling while improving how customer insights inform forecasting and account planning. It is a highly visible operations leadership role that partners closely with Revenue Operations and cross-functional teams to strengthen performance and scalability.
Location: Burlington, ON - US based candidates only, no visa sponsorship available
Compensation: $200,000 – $220,000 annually
Responsibilities
This leader will shape the customer experience strategy across global markets, with a strong focus on order fulfillment, service quality, and distributor support. The role will bring greater consistency to processes, reporting, and escalation handling while improving how customer insights inform forecasting and account planning. It is a highly visible operations leadership role that partners closely with Revenue Operations and cross-functional teams to strengthen performance and scalability.
Location: Burlington, ON - 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 a tiered service model for different customer segments and serve as the escalation point for critical issues
- Converge processes and systems into a unified global customer experience playbook
- Own and optimize order-to-cash performance metrics through a comprehensive scorecard
- Implement AI and RPA to streamline routine tasks and enhance self-service capabilities
- Ensure accurate and timely reporting for distributor partners, providing the tools and training they need
- Collaborate cross-functionally to integrate customer health data into forecasting and account plans
- Lead and develop a global team of Customer Experience Specialists, establishing a clear career progression
- Bachelor's degree in Business, Supply Chain, Engineering, or a related field; MBA preferred
- 10-15 years leading customer service or customer 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 management, especially in allocation-constrained environments
- Experience with SLAs and KPIs related to order accuracy and customer satisfaction
- Direct management of distributor relationships and 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
- Hybrid work arrangement with 4 days on-site
- Opportunity to lead a transformative customer experience initiative
- Access to advanced AI and automation tools
- Engagement in a strategic role within Revenue Operations
- Potential for career advancement within a growing organization
More about this job
Responsibilities
Lead global customer experience strategy, unify processes and systems, and improve order-to-cash performance, service quality, and distributor support. Develop the global customer experience team and use customer insights, AI, and automation to strengthen reporting, forecasting, account planning, and operational scalability.
Requirements
Requires a bachelor's degree in business, supply chain, engineering, or a related field; an MBA is preferred. Candidates should have 10–15 years leading customer service or experience organizations in large semiconductor or electronic-component firms, at least five years managing global teams, and demonstrated expertise in order-to-cash, distributor relationships, ERP systems, Salesforce, and automation.
Skills
- Customer Experience Strategy
- Voice Of The Customer
- Order-To-Cash Management
- Global Team Leadership
- Distributor Relationship Management
- Service Level Agreements
- Key Performance Indicators
- Order Accuracy
- Customer Satisfaction
- ERP Systems
- SAP
- Oracle
- Salesforce
- AI And Automation
- Robotic Process Automation
- Forecasting And Account Planning
Benefits
- Hybrid Work Arrangement
- Career Advancement Opportunities
- Access To AI And Automation Tools
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Customer Service & Support
- Manufacturing
- Logistics
Keywords
- Customer Experience
- Voice Of The Customer
- Order Fulfillment
- Service Quality
- Distributor Support
- Global Markets
- Order-To-Cash
- Customer Experience Playbook
- Performance Scorecard
- Artificial Intelligence
- Robotic Process Automation
- Self-Service
- Distributor Reporting
- Customer Health Data
- Forecasting
- Account Planning
- Revenue Operations
- Service Level Agreements
- Key Performance Indicators
- Order Accuracy
- Customer Satisfaction
- Semiconductors
- Electronic Components
- SAP
- Oracle
- Salesforce
- Automation
- Allocation-Constrained Environments