Director, Customer Experience

Semtech

. Launch and run Voice of the Customer and Voice of the Partner programs with strategic accounts and top distributors .

Posted 10/1/2026full-timeSan Jose • California • United StatesLead💰 $200,000 - $220,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer experience initiatives, managing global teams, and optimizing order-to-cash processes. Proficient in leveraging automation and data-driven insights to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

Customer Experience LeadershipOrder-To-Cash ManagementERP Systems ExpertiseAutomation DeploymentChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Satisfaction MeasurementOrder Accuracy ManagementBacklog ManagementData-Driven Operational ManagementFinancial Impact AnalysisProcess ImprovementService Level Agreement ManagementKey Performance Indicator OwnershipM&A IntegrationQuality Management Systems

Soft Skills

Credible Presentation SkillsAdvisory SkillsCross-Functional CollaborationTeam LeadershipTraining and Development

Tools & Technologies

SAPOracleSalesforceBusiness Intelligence PlatformsRPA Tools

Industry Keywords

Semiconductor ManufacturingElectronic ComponentsDistribution AgreementsCustomer Health MonitoringCSAT/NPS Programs

Tech Stack

Tools & technologies

ERPOracleRPA

About the role

Key responsibilities & impact

Launch and run Voice of the Customer and Voice of the Partner programs with strategic accounts and top distributors
Baseline CSAT/NPS-style measures and report improvement priorities to executive leadership
Design and run a tiered service model for strategic, growth, and long-tail customers
Serve as executive escalation point for critical customer issues
Converge processes, SLAs, scorecards, and CRM/ERP systems into a global Customer Experience playbook
Maintain ISO audit readiness and codify an M&A integration playbook
Own order accuracy, on-time delivery, response time, order-to-cash cycle time, and error/rework rates
Establish predictive service using order-health scoring and at-risk account flags
Use AI and RPA to automate routine work and expand portal self-service
Quantify Customer Experience contribution to commercial Rev/OPEX productivity
Deliver accurate ship-and-debit, price protection, stock rotation, and POS/POR reporting
Equip distribution partners with training, portal capability, and data
Partner cross-functionally with Sales, Applications, Business Units, Supply Chain, Finance, Pricing, Revenue Operations, IT, and Distribution
Feed customer health, backlog trends, and expansion signals into forecasting and account plans
Lead and develop a global team of 15–20 Customer Experience Specialists and team leads
Build a career ladder and succession plan with internal-ready successors

Requirements

What you’ll need

Bachelor’s degree in Business, Supply Chain, Engineering, or a related field required; MBA a plus
10–15 years’ experience leading customer service or customer experience organizations in billion-dollar semiconductor or electronic-component manufacturers
5+ years’ experience leading global or multi-regional teams across NA, EMEA, and APAC
Track record owning order-to-cash, including order entry, allocation, expedites, RMA/returns, and backlog management
Demonstrated ownership of SLAs and KPIs including order accuracy, on-time delivery, response time, and customer satisfaction
Direct experience managing distributor relationships and economics: ship-and-debit, price protection, stock rotation, and POS/POR reporting
Understanding of distribution agreements, master service agreements, and strategic-account terms
Expert-level fluency in ERP systems such as SAP or Oracle and Salesforce
Experience deploying automation, RPA, or AI to remove routine transaction work and improve OPEX per head
Comfort with business intelligence and reporting platforms and data-driven operational management
Advanced understanding of pricing, revenue targets, quarter-close dynamics, revenue-recognition rules, incoterms, payment terms, customer tiering, and financial impacts of order changes
Experience building or refining order-management policies
Ability to identify and quantify ROI for process and technology investments
Proven change management through system migrations, consolidations, policy changes, and distribution changes
Credible presentation and advisory skills with commercial and executive leadership
Desired: M&A integration, CSAT/NPS programs, customer-health monitoring, customer-success operations, ISO audit readiness, quality-management systems, Lean, Six Sigma, configure-to-order/make-to-stock hybrids, and hardware-plus-services models