Director, Customer Experience

Location:
San Jose, CA preferred
Work 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 account flags) so issues are resolved before they become escalations.
AI and automation:
Use AI and RPA to take routine work (order entry, status updates, basic RMA intake, standard reporting) off the team’s desk, expand customer and distributor portal self-service, and quantify the function’s contribution to commercial Rev/OPEX productivity.
Partner economics:
Deliver accurate, on-time ship-and-debit, price protection, stock rotation, and POS/POR reporting, and equip distribution partners with the training, portal capability, and data to serve Tier 2 and Tier 3 customers to Semtech’s standard.
Cross-functional partnership:
Work as one system with Field Sales and Applications, Business Units, Supply Chain and Planning, Finance, Pricing and Commercial Policy, Revenue Operations and IT, and Corporate Distribution, and feed customer health, backlog trends, and expansion signals into forecasting and account plans.
Team leadership and talent:
Lead and develop a global team of 15–20 Customer Experience Specialists and their team leads;
build a documented career ladder and succession plan, with internal-ready successors identified for the Director role and every team-lead role.
Minimum Qualifications:
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 (order entry, allocation, expedites, RMA/returns, and backlog management), including in allocation-constrained or supply-volatile environments
Demonstrated ownership of SLAs and KPIs: 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 complex commercial structures (distribution agreements, master service agreements, strategic-account terms) and their operational implications
Expert-level fluency in ERP (SAP, Oracle, or similar) and Salesforce: order management, quoting, forecasting, and data extraction
Experience deploying automation, RPA, or AI to remove routine transaction work and improve OPEX per head, with clear judgment about what to automate and what to keep human
Comfort with business intelligence and reporting platforms, and a habit of using data to run the business day to day
Advanced understanding of pricing, revenue targets, quarter-close dynamics, revenue-recognition rules, incoterms, payment terms, customer tiering, and the financial impact of order changes
Experience building or refining order-management policy (lead times, cancellation windows, minimum order quantities) and advising senior leadership on the business implications
Ability to identify and quantify ROI for process and technology investments
Proven change management through system migrations, consolidations, policy changes, and distribution changes
Credible presenting to and advising commercial and executive leadership;
calm and decisive as the escalation point for critical customer issues
Desired Qualifications
Experience leading M&A integration of customer operations (systems, processes, and teams) and converging multiple CRM/ERP instances into one operating model
Experience building CSAT/NPS programs and customer-health monitoring in B2B environments, and exposure to customer-success operations that drive retention and expansion
ISO audit readiness and quality-management systems experience;
ownership of continuous-improvement programs (Lean, Six Sigma, or similar)
Experience across configure-to-order/make-to-stock hybrids and hardware-plus-services models (modules, connectivity, and device-management platforms)
The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
A reasonable estimate of the pay range for this position is $200,000 - $220,000 There are several factors taken into consideration in determining base salary, including but not limited to: job-related qualifications, skills, education and experience, as well as job location and the value of other elements of an employee’s total compensation package.
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