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. Job Description The Role As the VP, Head 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 Excellence: Partner with the Performance Excellence, Technology, and Product teams 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 articulating our vision, concrete strategy, and specific initiatives/deliverables based on a 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. Qualifications 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 that drive business success. Annual Pay Range 161,200 – 250,000 USD Benefits Time off: Generous PTO and 11 paid holidays, plus well‑being and volunteer time off. Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend. Health: Multiple medical plan options with mental health and wellness support offerings. Retirement: 401(k) with company match and vesting after one year. Financial Perks: $400 annual well‑being stipend and tuition assistance up to $5,250. Extras: Recognition rewards, referral bonuses, exclusive discounts and more. Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug‑Free Workplace. #J-18808-Ljbffr