Director, Customer Experience (AI)

Location: San Jose, California, USA; hybrid with 4 days on site, Monday to Thursday

Salary: $200,000–$220,000 base pay annually

Company

hirify.global is a semiconductor and electronic-components manufacturer transitioning from a product-centric operating model to a customer-centric growth company.

What you will do

• Lead a global Customer Experience organization supporting customers, distributors, field teams, business units, supply chain, partners, and commercial leadership.
• Launch Voice of the Customer and Voice of the Partner programs, establish CSAT/NPS-style measures, and connect findings to executive improvement priorities.
• Design tiered service models for strategic, growth, and long-tail customers and act as the executive escalation point for critical customer issues.
• Converge processes, SLAs, scorecards, CRM/ERP systems, and operating practices into a global Customer Experience playbook while maintaining ISO audit readiness.
• Own order-to-cash performance, including order accuracy, on-time delivery, response time, cycle time, error rates, predictive order-health scoring, and at-risk account identification.
• Deploy AI, RPA, portals, and automation for routine transactions; manage distributor economics; support forecasting; and lead a global team of 15–20 specialists and team leads.

Requirements

• Bachelor’s degree in Business, Supply Chain, Engineering, or a related field.
• 10–15 years of experience leading customer service or customer experience organizations in billion-dollar semiconductor or electronic-component manufacturers.
• At least 5 years leading global or multi-regional teams across North America, EMEA, and APAC.
• Strong ownership of order-to-cash operations, SLAs, KPIs, distributor relationships, ship-and-debit, price protection, stock rotation, and POS/POR reporting.
• Expert-level fluency in ERP platforms such as SAP or Oracle and Salesforce, plus experience with business intelligence, reporting, automation, RPA, or AI.
• Experience with pricing, revenue recognition, incoterms, payment terms, order-management policy, ROI analysis, system migrations, change management, and executive communication.

Nice to have

• MBA, M&A integration experience, or experience converging multiple CRM/ERP instances.
• Experience building CSAT/NPS programs, customer-health monitoring, or customer-success operations in B2B environments.
• ISO audit readiness, quality-management systems, Lean, Six Sigma, or continuous-improvement experience.
• Experience with configure-to-order/make-to-stock environments and hardware-plus-services models.

Culture & Benefits

• Global operating environment spanning the Americas, EMEA, and APAC.
• Strategic role within Revenue Operations, measured on commercial productivity and Rev/OPEX.
• Emphasis on using AI to improve productivity while preserving human judgment and customer relationships.
• Opportunity to build career ladders, succession plans, and a best-in-class global Customer Experience function.