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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

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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.

Your role:

Enterprise CX Strategy & AI Enablement

• 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

Customer Lifecycle & Journey Ownership

• 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

CX Modernization (SMB Focus)

• 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

CX KPI Ownership & Business Impact

• 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

Voice of Customer & Insights

• Establish a unified view of customer feedback across all channels

• Translate insights into prioritized measurable actions

• Identify systemic issues across regions and functions

Cross-Functional Leadership & Accountability

• Lead CX governance across Product Engineering Operations Support Finance Sales and UX

• Drive accountability for customer outcomes

• Escalate systemic CX risks to executive leadership

CX UX Partnership

• 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

What you bring to the role:

• Bachelors 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

Leadership Characteristics

• 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 ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidates 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. Its 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.