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 m
