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
- 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
Qualifications
- 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
Benefits
- 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
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.
