VP, Head of Contact Center Excellence

Responsibilities

• Define and execute the global CX strategy to ensure brand loyalty and excellence at every customer touchpoint.
• Lead the integration of Generative AI, Machine Learning, and automation tools to enhance self-service and predictive support.
• Partner with Technology, Product, and Performance Excellence teams to optimize workflows and scale global support operations.
• Utilize advanced analytics and AI-driven sentiment analysis to track KPIs such as NPS, CSAT, and CES.
• Act as the "Voice of the Customer" within the C-suite, collaborating with Engineering and Sales to influence the product roadmap.
• Represent Cotality in senior client meetings and strategic events, articulating vision and data-driven initiatives.
• Foster a culture of innovation that balances high-tech AI efficiency with human-first empathy.

Requirements

• 10+ years of leadership experience in Customer Experience or Operations, ideally in a high-growth SaaS environment.
• Proven track record of implementing AI/ML solutions (e.g., LLMs for support or predictive churn models) with measurable ROI.
• Deep expertise in managing large budgets and complex tech stacks including Salesforce, Zendesk, or Gainsight.
• Exceptional change management skills with the ability to lead teams through digital transformations.
• Strong financial acumen and the ability to apply financial knowledge to business decisions.
• Masterful communication skills to simplify complex technical transformations for diverse stakeholders.

Benefits

• Generous PTO, 11 paid holidays, and well-being/volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Comprehensive medical plan options with mental health and wellness support.
• 401(k) with company match and vesting after one year.
• $400 annual well-being stipend and tuition assistance up to $5,250.

About the Company

Cotality is a global leader in property intelligence, dedicated to making the property industry faster, smarter, and more people-centric. With a global team of 5,000 employees, we use our scale and technology to drive the world's largest asset class. We pride ourselves on a diverse, inclusive, and innovative culture where employees are empowered to make a direct impact on the real estate economy.