Product Director, Customer Experience & Product Analytics
Brooklyn, NY; San Francisco, CA; Washington, DC; Boston, MA
USD 230K-270K Executive-level Full Time
Tasks
- Automate feedback synthesis into roadmap inputs
- Build AI feedback engine from conversations support tickets NPS usage
- Build in product multi lingual agentic support capability
- Build predictive models for at risk customers and expansion opportunities
- Continuously improve customer experience
- Coordinate 1 to many engagement programs with marketing and sales
- Define customer success tooling stack and integration
- Define product telemetry instrumentation strategy and event taxonomy
- Design dashboards and usage growth KPIs
- Design omnichannel support experience
- Operate living knowledge base for customer insight
- Own customer lifecycle across onboarding activation adoption expansion renewal
- Own knowledge bases technical documentation SOPs and routing infrastructure
- Provide AI assisted tooling for customer success account summaries anomaly alerts renewal risk scores AI briefings
- Rework release notes into customer centric narratives
- Track leading indicators of customer health activation adoption workflow completion
- Translate behavioral data into executive narratives
Perks/Benefits
- N/A
Skills/Tech-stack
AI | Agentic Workflows | Analytics Platforms | Automation | Behavioral analytics | CRM | Customer Experience | Customer Feedback | Customer Success | Customer lifecycle | Customer success platforms | Dashboarding | Data Visualization | Event taxonomy | Instrumentation | KPI Tracking | Knowledge Base | Machine Learning | NPS | Omnichannel support | Predictive Analytics | Product Analytics | Product Management | Support Ticketing Systems | Support ticketing | Ticketing systems
Education
N/A
Regions
Countries
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