Director, Customer Programs
Model NSalary not specified
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Housing, HealthcareIndustries
Requirements
- 3-5 years in Customer Experience, Support Ops, CX Insights, or Product Marketing (ideally in relevant fields)
Responsibilities
- Build and manage scalable VoC processes to capture feedback across surveys (e.g., NPS, CSAT), Zendesk tickets, customer calls, and product usage data
- Identify key feedback touchpoints and ensure consistent tagging, attribution, and tracking across platforms
- Maintain and evolve our centralized feedback repository, ensuring clarity, traceability, and accessibility across teams
- Analyze structured and unstructured feedback to identify patterns, emerging pain points, and feature requests
- Develop dashboards and reports that translate customer sentiment into clear, actionable insights for Product, CX, and leadership teams
- Run cohort and behavioral analyses to understand feature adoption trends and customer satisfaction drivers
- Partner with CSMs, Product, CS-Ops, and Documentation teams to close the loop on customer feedback and ensure prioritized follow-up
- Recommend changes to workflows, help content, product design, and onboarding based on customer feedback themes
- Work closely with Enablement to inform educational content, campaigns, and communications based on VoC insights
- Administer VoC tooling (e.g., survey tools, analytics platforms, tagging systems), ensuring data accuracy and process consistency
- Support automation of feedback collection, tagging, and routing through Zendesk, Slack, Attention, and integrated systems
- Document VoC processes, taxonomy, and workflows for internal reference and onboarding
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this role remote or onsite?
This is an onsite position.
What are the main responsibilities of this role?
The role involves building and managing scalable VoC processes to capture feedback across surveys like NPS and CSAT, Zendesk tickets, customer calls, and product usage data; analyzing feedback to identify patterns and pain points; and developing dashboards and reports for actionable insights.
What is the focus of the CX Solutions Team?
The team is hyper-focused on four core themes: Voice of the Customer, Self-Service & Ticket Deflection, Empowered Support, and Customer Feedback Loop to drive a seamless and scalable client experience.
What kind of impact does this role have?
You'll directly impact key KPIs including NPS, CSAT, feature adoption, and retention by producing actionable insights for cross-functional teams.
What is the salary or compensation for this position?
This information is not specified in the job description.
EliseAI
Conversational AI solutions for businesses
About EliseAI
EliseAI provides conversational artificial intelligence solutions tailored for businesses in the real estate and healthcare sectors. The platform automates customer interactions and operational workflows, integrating with existing systems like Property Management Systems and Customer Relationship Management systems. For real estate clients, EliseAI streamlines the leasing process with tools for automated tour scheduling and virtual tour management, allowing potential renters to receive responses and schedule appointments 24/7. In healthcare, EliseAI acts as an AI assistant to manage patient inquiries and appointment scheduling, enhancing efficiency in medical facilities. The company operates on a Software-as-a-Service model, charging subscription fees based on service levels and customization. EliseAI's goal is to improve operational efficiency and customer satisfaction by automating routine tasks and providing valuable insights through analytics.
New York City, New YorkHeadquarters
2017Year Founded
$138MTotal Funding
SERIES_DCompany Stage
Enterprise Software, AI & Machine Learning, Real Estate, HealthcareIndustries
201-500Employees
Benefits
Equity in the company in the form of stock options
Medical, Dental and Vision premiums covered at 100%
Fully paid parental leave
Commuter benefits
401k benefits
Monthly fitness stipend
Fun company social events through our Elise and the City program
Unlimited vacation and paid holidays
Risks
Increased competition from companies like Colleen AI and Funnel may erode market share.
Expansion into healthcare faces challenges due to regulatory requirements and integration issues.
Reliance on proprietary technology poses risks if competitors develop superior solutions.
Differentiation
EliseAI integrates seamlessly with PMS, CRM, and calendar applications for efficient communication.
The platform handles 50% of tour appointments, with 27% scheduled after business hours.
EliseAI supports multiple languages, enhancing its utility in diverse markets.
Upsides
EliseAI's Series D funding of $75M boosts its market expansion and product development.
The platform's AI-driven predictive analytics improve rental pricing and occupancy forecasting.
Growing demand for AI in telehealth services aligns with EliseAI's HealthAI expansion.
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