SENIOR DIRECTOR, CUSTOMER OPERATIONS

Job Description

The Sr. Director, Customer Operations is a global leadership role responsible for delivering a world-class customer experience for our top customers. This leader will oversee a high-performing, customer-facing operations organization that manages order-to-cash, customer service, demand inputs, and proactive supply assurance. The ideal candidate is a strategic operator who thrives in a fast-paced, highly cross-functional environment and can elevate both customer satisfaction and internal operational excellence.

Responsibilities

Global Customer Operations Leadership

• Lead, develop, and inspire a global team of customer-facing customer service and operations professionals.
• Build a culture of accountability, continuous improvement, and customer advocacy.
• Establish and maintain world-class service standards, ensuring consistent, high-quality support across regions.

Order-to-Cash Ownership

• Own the full order-to-cash lifecycle for top global customers, ensuring accuracy, timeliness, and operational excellence.
• Drive process improvements that enhance order management efficiency, reduce cycle times, and improve customer satisfaction.

Customer Delivery & Supply Chain Collaboration

• Partner closely with Supply Chain, Logistics, and Planning teams to ensure on-time delivery performance and seamless execution.
• Serve as the escalation point for delivery risks, coordinating cross-functional actions to resolve issues quickly and effectively.

Expedites, Line-Downs & Critical Issue Management

• Own all customer expedites, line-down situations, and critical supply interruptions.
• Implement structured processes for rapid response, root-cause analysis, and long-term corrective actions.

Proactive Customer Management

• Train and coach the team on best practices for proactive customer engagement, including early detection of forecast gaps, supply delays, and emerging risks.
• Establish dashboards, KPIs, and communication rhythms that enable early visibility and action.

Demand Inputs & Forecast Collaboration

• Partner directly with customers to collect, validate, and interpret customer forecasts.
• Represent customer demand within the internal demand planning process, ensuring accurate and timely inputs to support supply planning and capacity decisions.

Customer Master Data Stewardship

• Serve as the global steward of customer master data, ensuring accuracy, governance, and alignment across systems and processes.

Cross-Functional Partnership

• Work closely with Sales, Account Management, and Back Office teams to ensure a seamless, end-to-end customer experience.
• Act as the voice of the customer in internal forums, influencing decisions that impact service levels, supply, and customer satisfaction.

Qualifications

• 12+ years of experience in Customer Operations, Order Management, Supply Chain, or related fields, with at least 5 years in a senior leadership role.
• Proven success leading global teams in a complex, fast-paced environment.
• Deep expertise in order-to-cash processes, customer service operations, and cross-functional supply chain collaboration.
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional communication and executive-level presence, with the ability to influence across functions and geographies.
• Experience working with large enterprise customers and managing high-stakes operational escalations.
• Demonstrated ability to build scalable processes, systems, and teams.

Success in This Role Looks Like

• Consistently high customer satisfaction and service levels.
• Predictable, accurate order-to-cash execution for top customers.
• Early detection and mitigation of supply risks.
• Strong cross-functional alignment between Customer Operations, Supply Chain, Sales, and Back Office.
• A high-performing, engaged global team with clear processes and accountability.

About Us

onsemi (Nasdaq: ON) is driving disruptive innovations to help build a better future. With a focus on automotive and industrial end-markets, the company is accelerating change in megatrends such as vehicle electrification and safety, sustainable energy grids, industrial automation, and 5G and cloud infrastructure. With a highly differentiated and innovative product portfolio, onsemi creates intelligent power and sensing technologies that solve the world's most complex challenges and leads the way in creating a safer, cleaner, and smarter world.

More details about our company benefits can be found here:

About the Team

We are committed to sourcing, attracting, and hiring high-performance innovators, while providing all candidates a positive recruitment experience that builds our brand as a great place to work.

onsemi is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, ancestry, national origin, age, marital status, pregnancy, sex, sexual orientation, physical or mental disability, medical condition, genetic information, military or veteran status, gender identity, gender expression, or any other protected category under applicable federal, state, or local laws.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact View email address on click.appcast.io for assistance.