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At Cotality, we are driven by a single mission-to 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.

Job Description:

What You'll Be Doing:

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 mind set 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 f 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.

What's in it For You:

• Large ($2B+ revenue) formerly public information services and data business
• Durable cash flow and profitability regardless of changes in macroeconomic conditions
• Company certified as a global "A Great Place to Work."
• Hybrid working model- 1 day in the office a week for "moments that matter" and the rest of the time can be remote.
• Competitive compensation, bonus and benefits!
• Career path for continued professional growth.
• Working with leaders that care about your professional growth!
• Access to our world class self-development portal, centered around you as the employee. We take pride in our work and believe in cultivating a work environment that supports and values our greatest asset: our talented employees.

Job Qualifications:

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.