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

Chance 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.

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📌 Director, Customer Experience (British Columbia)
🏢 Ladders
📍 British Columbia