VP, Head of Contact Center Excellence

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: The Role As the VP, H ead of Contact Center Excellence at Cotality, you will be the primary architect of our end-to-end customer journey. This isn't a traditional "maintenance" role; we are looking for a visionary leader to bridge the gap between world-class service and cutting-edge technology. Reporting directly to the COO, you will lead the charge in evolving our CX department leveraging technology to enhance the customer experience engine. Key Responsibilities Strategic Leadership: Define and execute the global CX strategy, ensuring every touchpoint reflects Cotality's commitment to excellence and brand loyalty. AI & Digital Transformation: Lead the integration of Generative AI, Machine Learning, and automation tools to enhance self-service capabilities, predictive support, and personalized customer interactions. Operational Excel lence: Partner with the Performance Excellence, Technology, Product to optimize workflows, scale support operations, and manage a high-performing global team. Service Excellence: Demonstrated passion for and history of driving service culture and performance of hourly workforce. Data-Driven Insights: Utilize advanced analytics and AI-driven sentiment analysis to track KPIs (NPS, CSAT, CES) and translate customer feedback into actionable product and operational improvements via formal feedback loops with stakeholders. Cross-Functional Collaboration: Act as the "Voice of the Customer" within the C-suite, collaborating with Product, Engineering, and Sales to ensure the customer's needs are baked into the company's roadmap. Executive-level Client Relationships: Effectively represent Cotality in Senior Client meetings , events and strategy meetings by effectively articulating our vision, concrete strategy, specific initiatives / deliverables based on data driven foundation. Culture of Innovation: Foster a culture that balances high-tech AI efficiency with a "human-first" empathy approach, ensuring technology augments-rather than replaces-the emotional connection with our users. Job Qualifications: What We're Looking For Experience: 10+ years of leadership in Customer Experience or Operations, ideally within a high-growth SaaS or tech-forward environment. AI Fluency: A proven track record of implementing AI/ML solutions (e.g., LLMs for support, automated ticketing, or predictive churn models) that delivered measurable ROI. Operational Rigor: Deep expertise in managing large budgets, complex tech stacks (Salesforce, Zendesk, Gainsight, etc.), and scaling international teams. Change Management: Exceptional ability to lead teams through digital shifts, managing the transition from legacy processes to AI-augmented workflows. Communication: A masterful storyteller who can simplify complex technical transformations for stakeholders and inspire a front-line workforce. Financial Acumen: Ability to understand, interpret, and apply financial knowledge to make informed decisions th t dr