Customer Experience Director
Core
Lead end-to-end customer experience and operational service models for real estate workflow platforms (Realhub, Campaigntrack, Engage, RTA) across Australia and the Philippines.
Role type
Senior Director, Customer Experience & Operations
Builds
Customer support, onboarding, implementation, training, and operational delivery for SaaS platforms
Domain
Real Estate Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Senior leadership, distributed team management, end-to-end service model ownership, commercial acumen, customer retention strategy, Voice of Customer program management, process improvement, automation, workforce planning, quality management, operational governance, budget management
Preferred skills
Real estate technology experience, third-party partner management
Technologies
None explicitly listed
Responsibilities
Own and evolve customer service models and governance; Lead and develop large CX and Operations organizations; Drive excellence in support, onboarding, and operational delivery; Oversee customer-facing functions and QA programs; Own customer reporting and Voice of Customer programs; Partner with Product and Technology to improve customer journeys; Support customer retention and growth; Lead continuous improvement initiatives
Seniority
Senior, hands-on IC with strategic leadership