Director, Customer Experience

Director, Customer Experience

At Cotality, we are driven by a single missionto make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity, and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills, and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up, and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

The Director, Customer Experience will provide strategic direction, management, and oversight of the contact center functions. Responsible for strategic planning and execution of contact center operations, such as developing and implementing departmental policies, procedures, performance standards, and training programs. Executes the vision for the operation and transforms the function into a modern contact center with a customer-first mindset and approach that leverages emerging technology. Leads transformation with third-parties while ensuring the contact center meets customer and organization needs. Is continually engaged in leading and inspiring their team and in developing and documenting best practices in the performance of all duties and responsibilities. Creates exceptional experience for new and existing clients who require Cotality services and solutions to be better, faster, and more people-centric.

The Director, Customer Experience will focus on management and leadership of processes to continuously improve the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include client satisfaction, speed of final response, IVR containment, call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development, programs enhancing employee engagement, service, knowledge, skills, and morale.

Management of third-party supplier relationship(s).

Transformation of contact center operations into a modern, customer-focused mindset by leveraging new and existing tools and technology.

Review opportunities to drive modernization, automation, self-service that aligns with customer expectations and drives client satisfaction.

Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum client satisfaction.

Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.

Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.

Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance service levels related to contact center.

Develop and maintain a high-performing team that prioritizes accountability at the Manager level. Oversee 8-10 direct reports who are people-leaders, including providing them guidance and performance feedback.

Assist management in developing action plans to improve performance productivity while maintaining quality service in all areas of customer service.

Collaborate with appropriate functional business partners on the on-boarding, implementation, and management of new clients. During new business implementations, plan, develop, and implement operational workflows, recruitment and selection of staff, training and management reporting. Drive new client onboarding from first touch to go-live.

Prepare customer support responses to RFPs for new business as required.

Evaluate and analyze the customer support functions to ensure compliance with policies and compliance with regulatory agency guidelines and standards.

Present Annual & Quarterly Business Reviews (ABR & QBR) to our existing clients with professionalism and tact.

Complete special projects as required.

This role requires a proven operational leader with a deep understanding of complex, high-volume service environments.

Professional experience :

Minimum 7 years of progressive experience planning, developing, implementing, and managing high-volume contact center operations (Experience in collections or similar performance-driven, regulated environments is highly valued).

Strong demonstrated success in the BPO / outsourcing space, including direct management and collaboration with third-party suppliers.

Proven experience working successfully with various delivery models, including onshore, nearshore, offshore, and managed services.

Measurable experience in managing and growing profitable, satisfied client relationships.

Experience in developing and implementing new client accounts, programs, or services in regulated sectors.

Core competencies :

Operational acumen : Thorough knowledge of contact center management principles, practices, and performance metrics, including the ability to apply financial statement analysis, staffing models, and scheduling effectively.

Execution & accountability : A demonstrated track record of delivering against defined scopes of work with measurable ROI and managing operational risk.

Leadership & communication : Exceptional ability to develop and manage results-oriented recruiting and training programs, build strong relationships, and effectively manage conflict.

Technical aptitude : Advanced user of Microsoft Productivity Tools. Working knowledge of mainstream CRMs, Ticketing / Customer Service Systems / Platforms, Telephony Infrastructure, and OmniChannel Platforms.

Annual pay range : 112,700 - 140,000 USD

Application window : This opportunity is expected to remain posted through the date identified below, subject to business needs.

2025-12-02

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights include :

Time off : Generous PTO and 11 paid holidays, plus well-being and volunteer time off.

Family support : Up to 16 weeks of fully paid parental leave and a baby stipend.

Health : Multiple medical plan options with mental health and wellness support offerings.

Retirement : 401(k) with company match and vesting after one year.

Financial perks : $400 annual well-being stipend and tuition assistance up to $5,250.

Extras : Recognition rewards, referral bonuses, exclusive discounts, and more!

Cotality is an equal opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or status as a veteran of the Armed Forces, or any other basis protected by federal, state, or local law. Cotality maintains a Drug-Free Workplace.