Director, Customer Experience

Our vision is to transform how the world uses information to enrich life for all.

Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.

The Commercial Products group (CPG) Director of Customer Experience is a key leadership position reporting to the Sr. Director of Business Operations. The successful candidate will play a crucial role as part of the Commercial Products Group leadership teams in growing revenue profitably by retaining and wowing our customers.

They will oversee the Contact Center representing the Voice of the Customer within CPG and Micron and lead a team that is responsible for managing critical programs to help improve the customer experience. In addition to strong collaboration and partnership skills, we are looking for an empathetic leader who has demonstrated experience in being the face of the business to customers and managing complex situations that might arise during such interactions!

Key Objectives and Responsibilities:

• Leadership and Management:

  • Lead and mentor a team of customer experience professionals, ensuring high performance and engagement

  • Collaborate with the service provider to oversee operations of the Contact Center, ensuring efficient and effective service delivery.

  • Develop and implement strategies to improve customer satisfaction and loyalty.

• Voice of the Customer:

  • Act as the primary advocate for customers within the organization, ensuring their needs and feedback are heard and addressed.

  • Analyze customer feedback and data to identify trends and areas for improvement.

  • Collaborate with cross-functional teams to implement customer-centric initiatives.

• Strategic Planning:

  • Develop and implement a comprehensive customer experience strategy aligned with the company’s goals and objectives.

  • See opportunities for innovation and improvement in customer service processes and technologies.

  • Prepare and manage the customer experience budget.

Qualifications:

Required

• Bachelor’s degree in Business, Economics, Marketing, or Psychology

• Minimum of 7-10 years of experience in customer service or customer experience management, with at least 5 years in a leadership role

• Proven track record of successfully managing a Contact Center or a similar customer service operation.

• Strong analytical skills with the ability to interpret customer data and feedback.

• Excellent communication and interpersonal skills.

Preferred

• An advanced degree, such as an MBA

• Experience with customer experience management software and tools.

• Knowledge of industry standard processes and emerging trends in customer service.

• Certification in customer experience management (e.g., CCXP) is a plus.

As a world leader in the semiconductor industry, Micron is dedicated to your personal wellbeing and professional growth. Micron benefits are designed to help you stay well, provide peace of mind and help you prepare for the future.  We offer a choice of medical, dental and vision plans in all locations enabling team members to select the plans that best meet their family healthcare needs and budget.  Micron also provides benefit programs that help protect your income if you are unable to work due to illness or injury, and paid family leave.  Additionally, Micron benefits include a robust paid time-off program and paid holidays.  For additional information regarding the Benefit programs available, please see the Benefits Guide posted on micron.com/careers/benefits.

Micron is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, citizenship status, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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To learn more about Micron, please visit micron.com/careers

For US Sites Only: To request assistance with the application process and/or for reasonable accommodations, please contact Micron’s People Organization at  [email protected] or 1-800-336-8918 (select option #3)

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