Director of Customer Experience - Remote

Overview

The Director of Customer Experience will lead and scale a high-performing team focused on delivering a world-class, end-to-end journey for home buyers and sellers, combining operational leadership, team development, and data-driven decision-making.

In Short

• Lead and scale customer experience teams
• Execute a unified customer experience strategy
• Oversee customer support and matching functions
• Monitor and act on key performance metrics
• Build and improve systems for customer experiences
• Enhance customer satisfaction metrics
• Collaborate cross-functionally with other departments
• Develop frontline leaders through coaching
• Drive change management during team integration
• Work in a fast-paced, remote-first environment

Requirements

• 5+ years of leadership experience in customer experience
• Experience managing managers and coaching leaders
• Track record of performance improvements
• Strong analytical skills
• Experience with call center technologies
• Capacity planning and workforce management experience
• Excellent communication and leadership skills
• Comfortable in a remote work environment
• Real estate experience is a plus

Benefits

• Base Salary: $120K–$135K
• Bonus OTE: $20K–$25K (up to $40K–$50K)
• Equity opportunities
• Comprehensive medical, dental, and vision insurance
• 18 days PTO + 10 paid holidays
• 401(k) Plan
• Parental Leave: 6–12 weeks
• Wellness perks including counseling sessions