Director of Customer Experience

We’re looking for a strategic, hands-on Director of Customer Experience to lead and scale a high-performing team focused on delivering a world-class, end-to-end journey for home buyers and sellers. You’ll oversee both our Home Concierge and Customer Success teams, ensuring clients are engaged, matched with the right agent, and supported throughout their experience. This role combines operational leadership, frontline team development, and data-driven decision-making to drive conversion and customer satisfaction, while continuously optimizing the customer experience across both teams. You’re a strategic operator who knows how to lead from the front. You have a proven track record of developing frontline managers, optimizing call center performance, and executing high-impact initiatives that improve both customer experience and conversion. You’re equally comfortable coaching teams on the floor as you are presenting strategy and execution plans to senior leadership. You’re excited by the challenge of unifying teams, building new systems, and driving results in a fast-paced, remote-first startup environment.