Director of Customer Service Operations

• Own service quality, capacity, and performance across Customer Success and Matching. Establish clear measures and turn customer and performance insights into priorities and action.
• Build and manage a focused improvement roadmap that balances process, technology, automation, and staffing. Partner across Product, Data, and Operations to test changes, measure results, and scale, adjust, or stop them based on what works.

• Lead, coach, and develop team leads and individual contributors. Set clear expectations, establish ownership and accountability, and address performance issues directly.
• Strengthen hiring and onboarding, and build team routines, documentation, and backup coverage that distribute ownership and keep work moving.
• Be willing to personally handle customer contacts and complete matching work during staffing gaps, urgent issues, or key learning periods. Use that firsthand experience to improve the operation, then return ownership to the team.

You are a hands-on customer service and operations builder who can quickly understand a complex, evolving environment and turn the highest-impact opportunities into a focused roadmap. You combine sound judgment, customer insight, and data to improve service and capacity while building a team that can operate without depending on you.

• 10+ years in customer-facing operations with direct responsibility for service, quality, capacity, and performance.
• 3+ years in a people leadership role, with direct experience managing frontline individual contributors and managers, developing leaders, handling performance problems, and stepping into frontline work.
• Experience building or improving service operations, including workflows, ticketing, routing, escalations, documentation, onboarding, and reporting.

• Experience in real estate, proptech, or another technology-enabled service business is helpful. Familiarity with HubSpot, Front, or Five9 is a plus.