Head of Customer Experience

The head of Customer Experience is responsible for the global post-sales customer experience strategy and execution. The role owns worldwide technical support, customer escalation management, service readiness, technical training, knowledge management, customer satisfaction, and operational excellence programs.

He ensures customers receive consistent, high-quality support throughout the entire lifecycle of Ceragon solutions while driving improvements in customer satisfaction, product quality feedback, and operational efficiency.

The position is in Israel

Roles and Responsibilities:

1. Global Customer Support Leadership

Lead worldwide support operations.
Ensure SLAs and contractual commitments are achieved.
Drive case resolution effectiveness and quality.
Manage critical customer escalations.
Establish global support operating models.
Optimize support coverage and resource allocation.

2. Customer Experience Strategy

Define and execute Ceragon's Customer Experience strategy.
Improve customer satisfaction.
Lead Voice-of-Customer programs.
Own NPS, CSAT and relationship survey initiatives.
Drive executive customer engagement plans.

3. Training & Enablement

Establish global technical training strategy.
Develop partners certification programs.
Provide service readiness programs for new products.
Ensure support engineers maintain industry-leading technical expertise.
Expand digital learning and self-service capabilities.

4. Operational Excellence

Define global support KPIs.
Drive automation and AI initiatives for support and training operations.
Improve case handling efficiency.
Standardize global support processes.
Reduce Mean Time to Resolution (MTTR).
Improve First Time Resolution Rate.

5. Escalation & Crisis Management

Own executive-level customer escalations.
Coordinate cross-functional recovery plans.
Lead service review governance.
Ensure timely communication during critical incidents.

6. Product & Quality Feedback Loop

Create structured feedback mechanisms between customers PLM and R&D.
Identify recurring product issues.
Drive corrective action programs.
Partner with Engineering and Quality organizations on systemic improvement.

Requirements:

Customer service mindset
Independent employee with high working ethics, self-motivated and eager to learn
Great attention to detail, accurate record keeping, and committed to managing problems through resolution
Analytical skills
Ability to work to deadlines and under pressure
Excellent written and verbal communication skills
Effective at coordinating multiple tasks to ensure on time completion
Positive energy, team player
Adaptable, flexible, and open minded to work in a fast-paced environment that undergoes constant change.
Excellent English skills

Desired:

10+ years in telecom, networking, wireless, or mission-critical infrastructure industries.
6+ years leading global support or customer experience organizations.
Experience managing multi-region support centers.
Strong knowledge of carrier-grade networking technologies.
Proven track record improving customer satisfaction and support efficiency.
Experience leading large-scale transformation and automation initiatives.