Director, Customer Experience & Network Deployment

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Director, Customer Experience & Network Deployment

Job Description

Ceragon Networks Ltd. (NASDAQ: CRNT) is the global innovator and leading solutions provider of 5G wireless transport. We help communications service providers (CSPs), private network operators, and critical infrastructure providers worldwide increase operational efficiency and enhance end-customer experience with innovative wireless backhaul and fronthaul solutions.

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. We deliver a complete portfolio of turnkey end-to-end AI-based managed and professional services that ensure efficient network rollout and optimized operations, to achieve the highest value for our customers. Our solutions are deployed by more than 400 service providers, as well as more than 800 private networks, in more than 140 countries.

Position Summary

The Customer Experience & Network Deployment Director is responsible for ensuring seamless delivery of telecom services by managing both the customer satisfaction experience and the network deployment lifecycle. This role bridges customer-facing service delivery with the operational execution of network deployments. You will ensure high customer satisfaction and operational excellence

Key Responsibilities

Customer Experience Leadership & Training

• Primary owner of the customer journey during network deployment and post-sales services support.
• Responsible for regional training for internal and external training demands, including creating customized content on a demand basis.
• Oversee staging and support labs, including test tools management and calibration.
• Strategic owner of Return Merchandise Authorizations (RMA) performance in North America.
• Participate in external customer meetings and develop communication on performance impacting issues and strategic initiatives.
• Deliver proactive communication to keep internal and external customers informed of issue status, execution and improvement timelines, and milestones for completion.
• Partner with Sales, Pre-Sales Engineering, Supply Chain, HQ, and the Global Support and RMA organizations to ensure smooth service execution.

Network Deployment Services

• Oversee the end-to-end process of network rollout projects, including site surveys, permitting, staging, construction (subcontractor and own personnel), installation, commissioning and acceptance signoff (including Close Out Packages and reports)
• Monitor and communicate project delivery status, resolve issues, and escalate critical risks to leadership.
• Collaborate with the Program Management Office, Sales & Pre-Sales Engineering, Subcontractors, Supply Chain, and HQ teams to ensure deployments meet quality standards, budget, and timelines.
• Ensure project deliverables, health and safety standards, and regulatory requirements are met.

Leadership, Process Management & Continuous Improvement

• Develop and maintain documentation, deployment workflows and customer communication touchpoints to ensure effective project and solution delivery.
• Drive continuous improvement initiatives to reduce deployment timelines, improve first-time-right installation, and enhance customer engagement.
• Implement KPIs to measure deployment efficiency, customer satisfaction, and service delivery quality, as required.
• Effectively manage a dynamic delivery organization and mentor and develop the support and delivery organization employees.

Cross-Functional Collaboration

• Partner with the Program Management Office, HQ and the Pre-Sales Estimator to align responses on bids and deployment scopes.
• Provide visibility of deployment progress and risks to internal stakeholders and customers.
• Partner with HQ on performance metrics, reports, governance and QBRs (Quarterly Business Reviews).
• Create cross training opportunities within the organization to leverage available talent and create opportunities to learn and stimulate innovation.

Job Requirements

Qualifications

Required:

• Bachelor’s degree in Telecommunications, Engineering or related field.
• 8-10 years of experience in telecom service delivery, customer experience, or network deployment management.
• Proven organizational and people leadership, and strong stakeholder development and management skills.
• Solid understanding of telecom technologies such as microwave, wireless and Private Networks across multiple vertical industries.
• Proven experience managing customer-facing communications for technical deployments. Customer management experience is essential.

Key Competencies

• Customer-centric mindset with a passion for improving experiences.
• Seasoned management and organizational skills.
• Strong technical capabilities to evaluate opportunities and right size the delivery solution to meet the customer demands.
• Ability to manage multiple deployments simultaneously under tight deadlines and resource constraints.
• Excellent communication and negotiation skills, with ability to simplify technical details both internally and for our customers.
• Efficient problem-solving and analytical ability to handle escalations and deployment challenges.

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