Product Director, Customer Experience & Product Analytics

About the role

The Director of Customer Experience and Product Analytics will own the end-to-end customer experience across the network, from onboarding to deep adoption, for a diverse customer base including Fortune 500 companies, small international suppliers, government entities, and logistics providers. This role sits at the intersection of product, customer success, and engineering, bridging the gap between these teams to ensure a seamless and intelligent customer journey.

Responsibilities

• Own the full customer lifecycle: first touch, sales handoff, onboarding, activation, adoption, expansion, network activation, and renewal
• Design and operate an AI-powered system that synthesizes customer feedback into actionable product intelligence
• Build an AI-first feedback engine to automate the synthesis of customer feedback into roadmap inputs
• Identify and manage against key performance indicators (KPIs) for usage growth and network growth
• Translate behavioral data into clear, compelling narratives for the executive team
• Build and own the AI-first customer success operating system, including in-product support capabilities and AI-assisted tooling
• Build the structures to make customer feedback accessible to product managers and engineers at product planning
• Close the loop between customers and builders without intermediation, ensuring that customer adoption data informs product prioritization

Requirements

You should have 7+ years of experience spanning product management, customer success, product operations, or customer experience, ideally in B2B SaaS or enterprise software. Demonstrated experience building or owning a customer feedback system that influences product roadmaps is preferred. Hands-on experience with product analytics instrumentation, customer success platforms, and AI-assisted workflows is required. Strong data skills, including the ability to define event taxonomies and build dashboards, are essential. Prior experience in a high-growth, zero-to-one environment and in network businesses with a span of customer ACV’s and freemium offerings is a plus.

Qualifications

• Fluent across product, engineering, design, and commercial functions
• Ability to define metrics that matter and translate findings into narratives for alignment and action
• Experience in designing and deploying AI-assisted workflows
• Strong data skills and the ability to derive insights from behavioral data
• Experience with global trade, supply chain, or regulated enterprise software

Skills

• Systems thinking and the ability to build proactive intelligence
• AI-native mindset and experience using AI tools to inform work
• Experience with customer success platforms and product analytics instrumentation
• Strong data analysis and storytelling skills

Benefits

Competitive salary range of $230,000 – $270,000 USD base salary, with additional benefits including:

• Flexible Time Off
• Paid Parental Leave
• Health Benefits
• Supplemental Benefits
• 401(k) Savings
• Commuter Benefits
• Wellness Programs
• Pet Insurance
• Employee Assistance Program
• Dependent Care FSA