Director, Customer Experience (CX)
Ingram Micro
Irvine, CA, United States of America
Full-Time
$171,300
OfficeDirector
Accelerate your career. Join the organization that's driving the world's technology and shape the future.
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com
Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!
The Director of Customer Experience (CX) is responsible for defining and driving the end-to-end customer experience strategy across the enterprise, spanning all customer interactions - digital, operational, voice, and human. This role ensures that as the company evolves toward more AI-enabled and automated capabilities, customer experience is intentionally designed, consistent, and aligned to customer and business outcomes. The Director does not lead AI transformation directly, but plays a critical role in shaping how AI, automation, and digital capabilities are applied to improve customer journeys, reduce friction, and enable scalable, modern experiences, particularly for SMB and high-volume segments.
Define and own the enterprise CX vision and operating model across all customer interactions
Ensure customer experience is embedded into AI, automation, and digital initiatives
Partner with Product, Engineering, and AI teams to align capabilities to real customer needs
Ensure automation enhances, not degrades, customer experience
Own end-to-end customer journeys (pre-sales through post-sales)
Identify and eliminate friction across systems, channels, and teams
Ensure consistency across digital, voice, and operational interactions
Drive modern CX strategy for SMB and Micro SMB segments
Increase adoption of self-service and AI-assisted interactions
Balance automation with high-value human engagement
Define and govern CX KPIs (CSAT, CES, NPS, NRR, churn, cost-to-serve)
Track experience-oriented automation metrics (self-service adoption, containment, effort)
Ensure AI initiatives are measured against customer outcomes
Establish a unified view of customer feedback across all channels
Translate insights into prioritized, measurable actions
Identify systemic issues across regions and functions
Lead CX governance across Product, Engineering, Operations, Support, Finance, Sales, and UX
Drive accountability for customer outcomes
Escalate systemic CX risks to executive leadership
Partner with UX Design & Research to align journey-level needs with interaction design
Ensure CX insights translate into enterprise-wide improvements
Maintain consistency across customer interactions and product experience
Success in the role:
Improvement in CSAT, CES, and journey KPIs
Increased self-service adoption and effective automation
Reduction in repeat contacts and escalations
Measurable impact on NRR, churn, and cost-to-serve
CX embedded as a core enterprise capability
Bachelor’s degree in business, technology, or a related field (MBA preferred)
10 + years of progressive leadership in Customer Experience, Operations, Product, or Platform environments
Experience in organizations undergoing AI-enabled or digital CX transformation
Proven ability to embed CX into automation and technology initiatives
Strong understanding of lifecycle, multi-channel CX, and KPI-driven models
Ability to balance automation with customer trust and experience quality
Enterprise mindset
Data-driven and outcome-oriented
Strong executive presence
Ability to operate across ambiguity
Focus on simplification, scalability, and customer impact
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The typical base pay range for this role across the U.S. is USD $171,300.00 - $299,800.00 per year.The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.
At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.
Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.