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.
- 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.
Skills Required
- Customer service mindset
- Independent, self-motivated, high work ethics
- Great attention to detail and accurate record keeping
- 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 and team player
- Adaptable, flexible, open-minded in fast-paced changing environments
- Excellent English skills
- 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
What We Do
Ceragon Networks Ltd. (NASDAQ: CRNT) is the global innovator and leading solutions provider of 5G wireless transport. We help operators and other service providers worldwide increase operational efficiency and enhance end customers’ quality of experience with innovative wireless backhaul and fronthaul solutions. Our customers include service providers, public safety organizations, government agencies and utility companies, which use our solutions to deliver 5G & 4G broadband wireless connectivity, mission-critical multimedia services, stabilized communications, and other applications at high reliability and speed. Ceragon’s unique multicore technology and disaggregated approach to wireless transport provides highly reliable, fast to deploy, high-capacity wireless transport for 5G and 4G networks with minimal use of spectrum, power, real estate, and labor resources. It enables increased productivity, as well as simple and quick network modernization, positioning Ceragon as a leading solutions provider for the 5G era. We deliver a complete portfolio of turnkey end-to-end AI-based managed and professional services that ensure efficient network rollout and optimization to achieve the highest value for our customers. Our solutions are deployed by more than 600 service providers, as well as more than 1600 private network owners, in more than 130 countries. For more information please visit: www.ceragon.com
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