Location: San Jose, CA preferredWork Arrangement: Hybrid, 4 days on site (Monday to Thursday)Our Team:Semtech’s Customer Experience team is a global team spread across the Americas, EMEA, and APAC. It is the operational backbone that turns every sales commitment into recognized revenue and a relationship worth expanding, so customers and partners experience Semtech as easy, reliable, and worth growing with.Job Summary:Semtech is moving from a product-centric operator to a customer-centric growth company. You will lead the global team that keeps every commitment we make to a customer or partner, and keeps it in a way that makes them want to do more business with us.You will build a best-in-class, globally consistent, AI-enabled Customer Experience organization: one that anticipates needs before they become problems, connects field teams, business units, supply chain, and partners into a single seamless experience, and gives commercial leadership real-time visibility into the health of the order-to-cash cycle. You will use AI to raise the team’s productivity, efficiency, and effectiveness, freeing people for the judgment and relationship work customers value.



This is a builder’s role and a strategic seat in a Revenue Operations organization measured on commercial productivity (Rev/OPEX).Responsibilities:Voice of the customer and partner: Launch and run a structured Voice of the Customer and Voice of the Partner program with strategic accounts and top distributors, baseline CSAT/NPS-style measures, and tie results to improvement priorities reported to executive leadership.Service model and customer intimacy: Design and run a tiered service model for Tier 1 strategic, Tier 2 growth, and Tier 3 and long-tail customers, including named Customer Experience partners for strategic accounts, and serve as the executive escalation point for critical customer issues.Global operating model: Converge processes, SLAs, scorecards, and systems across business units, regions, and CRM/ERP environments into a single global Customer Experience playbook; maintain ISO audit readiness; and codify a repeatableM&A integration playbook.Order-to-cash performance: Own order accuracy, on-time delivery, response time, order-to-cash cycle time, and error and rework rates through one scorecard, and stand up predictive service (order-health scoring and at-risk

📌 Director, Customer Experience (Richmond)
🏢 Semtech
📍 Richmond