Director, Customer Experience; CX

Responsibilities 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.

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.

• 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

• 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.
• Leadership Characteristics:
  Enterprise mindset, data-driven and outcome-oriented, strong executive presence, ability to operate across ambiguity, focus on simplification, scalability, and customer impact.

Typical base pay range for this role across the U.S.: USD $ – $ per year.

Employees receive healthcare benefits, paid time off, parental leave, a 401(k) plan with company match, short- and long-term disability coverage, basic life insurance, and well-being benefits, among others.

Ingram Micro Inc. is a proud 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.