Director Customer Experience

We are seeking a technically strong and hands-on Director of Customer Experience Analytics to lead the integration, monitoring, and continuous improvement of customer experience metrics across engineering and operations. This role is pivotal in unifying fragmented monitoring efforts, defining a scalable roadmap, and enabling real-time visibility into issues that affect customer experience.

Although this is not a customer-facing role, it requires close collaboration with engineering teams. The ideal candidate will have a deep understanding of end-to-end solutions and the ability to define data-driven metrics that track potential issues from the engineering side. They will be responsible for building monitoring frameworks, aligning cross-functional teams, and presenting insights to Netradyne’s executive leadership.

The role also demands a strong grasp of the breadth of engineering functions and the ability to define key performance indicators (KPIs) that reflect operational health and customer impact.

Responsibilities:

• Proactive & Real-Time Monitoring: Design and implement systems for real-time and proactive monitoring of all parameters that influence customer experience.
• Executive Dashboard Ownership: Lead the development of a unified dashboard that consolidates key metrics (e.g., page load times, alert precision, device health, video availability, system uptime) into a single view for leadership.
• Customer Health Index: Define and maintain a RAG (Red-Amber-Green) model to quantify customer experience health using a weighted formula across multiple parameters.
• Cross-Team Integration: Collaborate with engineering, product, support, and analytics teams to identify gaps, reuse existing monitoring, and define new requirements.
• Anomaly Detection Strategy: Work with technical teams to define severity levels, detection logic, and automation for anomalies across systems.
• Roadmap & Governance: Own the roadmap for customer experience analytics, ensuring alignment with business priorities and operational readiness.
• Bridge Technical and Executive Insights: Bridge the gap between technical insights and executive decision-making, providing clear and actionable data.

Key Skills and Qualifications:

Must-Have Skills:

• Program Leadership: Proven experience in driving cross-functional initiatives with measurable outcomes.
• Collaboration & Influence: Ability to align diverse teams toward a common monitoring and reporting strategy, with a strong focus on reusability and integration.
• Analytical Thinking: Strong ability to interpret data, identify trends, and translate insights into action.
• Monitoring Strategy: Familiarity with observability tools, alerting systems, and health metrics in production environments.
• Hands-on Coding: Strong programming skills in Python or Java. This is a technical role, and the candidate must be comfortable writing production-grade code.
• Communication: Strong collaboration and communication skills to work with cross-functional teams and translate technical requirements into actionable strategies.
• Good-to-Have Technical Skills:
• Experience with data pipelines (ETL/ELT), SQL/NoSQL, and cloud platforms (AWS, GCP).
• Familiarity with big data technologies (e.g., Hadoop, Spark).
• Visualization tools like Power BI or Tableau.
• Machine learning knowledge to support predictive health scoring and anomaly detection.
• Cloud Platforms: Familiarity with cloud platforms such as AWS or Google Cloud for scalable data solutions.
• Education: Bachelor’s degree in Engineering, Computer Science, Data Science, or a related technical field. Master’s degree is a plus but not required.
• Experience: 15-20 years of industry experience in data analysis, and technical roles required