Director of Customer Service Operations

Accountabilities:

• Operational Strategy and Performance: Own service quality, capacity, and performance across Customer Success and Matching, establishing clear metrics and translating customer insights and performance data into actionable priorities.

• Continuous Improvement Roadmap: Develop and manage a focused improvement roadmap covering processes, technology, automation, and staffing. Partner with Product, Data, and Operations teams to test initiatives, measure outcomes, and determine whether to scale, adjust, or discontinue them.

• Customer Matching Operations: Lead and improve the end-to-end matching process, establishing clear standards, accountability, and performance measures for speed, completion, and quality.

• Customer Service Management: Oversee customer support across phone, email, SMS, and other channels, setting standards for service quality, coverage, responsiveness, and operational capacity.

• Workflow and Technology Optimization: Identify and implement process and technology improvements that enhance matching quality, increase capacity, and reduce manual effort.

• Routing and Escalation Management: Improve workflows, routing, handoffs, escalation procedures, and documentation to ensure work reaches the appropriate owner and customers receive timely support.

• Data-Driven Decision-Making: Use customer feedback, demand trends, and operational performance data to guide decisions about staffing, process improvements, automation, and service delivery.

• Team Leadership and Development: Lead, coach, and develop team leads and individual contributors, establishing clear expectations, ownership, accountability, and performance management practices.

• Hiring and Onboarding: Strengthen recruitment, onboarding, team routines, documentation, and backup coverage to distribute responsibilities effectively and maintain operational continuity.

• Frontline Engagement: Step into customer interactions and matching activities during staffing gaps, urgent situations, or learning periods. Apply firsthand insights to improve processes and return ownership to the team.

• Cross-Functional Collaboration: Influence senior stakeholders and collaborate across teams to align priorities, resolve operational challenges, and deliver measurable business outcomes.

• First 90 Days: Build a comprehensive understanding of customers, teams, systems, and performance; establish baseline metrics; clarify priorities and ownership; identify staffing and onboarding needs; and launch at least one measurable improvement initiative.

• First Six Months: Establish consistent workflows and service standards, strengthen team accountability and onboarding, document backup coverage, improve reporting reliability, and deliver measurable gains across customer experience, quality, speed, cost, and capacity.

Requirements:

• Customer Operations Experience: At least 10 years of experience in customer-facing operations, with direct responsibility for service quality, capacity, and performance.

• People Leadership: At least 3 years in a leadership role, including direct management of frontline individual contributors and managers, leader development, performance management, and willingness to support frontline activities.

• Service Operations Improvement: Demonstrated experience building or improving service operations, including workflows, ticketing systems, routing, escalations, documentation, onboarding, and reporting.

• Business Judgment: Strong analytical thinking and decision-making skills, with the ability to prioritize high-impact opportunities using customer insights and imperfect or incomplete data.

• Process and Technology Optimization: A proven track record of using process improvements, technology, and automation to achieve measurable gains in service quality or operational capacity.

• Change and Performance Management: Experience leading teams through high-volume operations and shifting priorities while maintaining service standards and operational effectiveness.

• Stakeholder Management: Ability to influence senior leaders, collaborate with cross-functional partners, and communicate priorities and performance clearly.

• Hands-On Leadership Style: A practical, accountable approach to leadership, combining strategic direction with direct involvement when operational conditions require it.

• Preferred Industry Experience: Experience in real estate, property technology (proptech), or another technology-enabled service business is an advantage.

• Preferred Tools: Familiarity with HubSpot, Front, or Five9 is beneficial.

Benefits:

• Compensation: Base salary of $150,000–$175,000 per year, with on-target earnings of $175,000–$225,000, plus equity.

• Healthcare Coverage: Medical, dental, vision, and life insurance.

• Paid Time Off: 18 days of PTO, increasing with tenure, plus 10 paid holidays.

• Professional Development: Annual budget for learning and career growth.

• Tenure Sabbaticals: Paid sabbaticals to recognize major career milestones.

• Homeownership Perks: Exclusive access to homeownership-related product benefits.

• Remote Work Support: Work-from-home stipend to support your remote workspace.

• Retirement Savings: 401(k) retirement plan administered through Betterment.

• Parental Leave: 6–12 weeks of paid parental leave.

• Wellness Benefits: Free counseling sessions and optional weekly meditation opportunities.

• Work Arrangement: Remote position based in the United States.