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.