Chief Experience Officer

Chief Experience Officer

The Chief Experience Officer (CXO) is an executive leader with hybrid responsibility for product development, engineering leadership, customer experience, and Information Security/Change Control governance at HomeAdvantage. The CXO acts as the voice of the customer across all user personas — internal Mission Control and Processing teams, Agents, Partners, and Consumers — and provides technical sales support to business development.

Austin, Texas-based Keller Williams Realty, LLC is the world's largest real estate franchise by agent count with a global network of offices and affiliated agents. The franchise is No. 1 in units and sales volume in the U.S. Since 1983, the company has cultivated an agent-centric, technology-driven, and education-based culture that rewards affiliated agents. If you're ready to join an award-winning team that champions bold innovation, puts people and service at the heart of business, and empowers you to make a real impact, then Keller Williams is where you belong.

Our latest recognition:

• 2026 & 2025 Best Places to Work (Glassdoor)
• 2026 & 2025 Best Place for Working Parents® (Best Place for Working Parents®)
• 2025 America's Most Admired Workplaces (Newsweek)
• 2025 Top Franchises for Women (Franchise Business Review)
• 2025 Best-Led Companies (Glassdoor)

Responsibilities:

• Directly leads and develops the Director, Software Development & Infrastructure and the Sr. Business Analyst/Project Manager, setting technical, product, and delivery direction for the Software Development & Infrastructure organization.
• Owns the product vision, strategy, and roadmap for RMS and related systems, prioritizing investment based on business value, customer needs, and technical feasibility.
• Serves as the primary liaison between the business and the product/engineering organization for defining, negotiating, and managing requirements and scope across initiatives.
• Represents the full range of user personas — internal Mission Control and Processing teams, Agents, Partners, and Consumers — ensuring their needs, pain points, and feedback directly inform product and platform decisions.
• Defines and champions the end-to-end experience strategy across all personas, partnering with engineering and the Senior BA/QA/PM to ensure delivered solutions meet real-world usability and satisfaction expectations.
• Provides technical sales support to business development, including solution positioning, technical demonstrations, and scoping support for prospective clients and partners.
• Partners with sales, operations, and other business functions to align product and technology investment with business priorities and revenue goals.
• Represents product, engineering, and customer experience strategy to executive leadership and the parent organization, reporting on roadmap progress, risk, and business impact.
• Manages performance management and career development for the Software Development & Infrastructure leadership team, and sets the organization's technology and product staffing strategy.
• Owns the budget for product development, engineering, and customer experience initiatives, including technology, tooling, and staffing investments.
• Sponsors and sets the organizational vision for AI-assisted practices (e.g., Claude) across product, engineering, BA/QA, and technical sales functions, ensuring consistent and responsible adoption.
• Performs other duties as assigned.

Qualifications:

Minimum Requirements

• Bachelor's degree in a related field
• A minimum of fifteen (15) years of progressive leadership experience, with at least seven (7) years serving in a senior executive leadership role
• Demonstrated success developing and executing product strategies and roadmaps for a software platform at scale that support organizational growth and innovation
• Demonstrated ability to lead large-scale initiatives, organizational change, and cross-functional transformation programs
• Excellent strategic thinking, analytical, and problem-solving skills with the ability to translate complex concepts into business value
• Demonstrated experience serving as the primary business liaison for requirements and scope management across product and engineering initiatives
• Experience representing customer/user needs (voice of the customer) across multiple personas or market segments
• Experience providing technical sales support or pre-sales solutioning for business development
• Proven experience owning InfoSec and change control governance at an organizational level
• Experience leading technical and product leaders (e.g., directors, senior analysts) and building high-performing teams
• Experience with executive-level and leadership-level reporting
• Outstanding leadership, communication, collaboration, and executive presentation skills
• Ability to thrive in a dynamic, fast-paced, and evolving business environment.

Knowledge

• Expert knowledge and expertise in related field
• Advanced knowledge of industry developments, techniques, and trends
• Familiarity with budget management and performance metrics
• Advanced proficiency in Microsoft Office, including Excel, Word, and Outlook

Skills

• Agent-first mindset
• Collaborative, transparent, and results-oriented
• Innovative and growth-focused, with a bias toward action
• High integrity and accountability
• Exceptional leadership and team development skills
• Exceptional strategic, analytical, and critical thinking skills
• Exceptional verbal, written, interpersonal, listening, and presentation communication skills
• Exceptional influencing skills
• Exceptional solution and service-oriented skills, with an emphasis on collaboration, problem solving, follow-through, and responsiveness
• Exceptional relationship building skills

Abilities

• Ability to effectively lead, develop, motivate, coach, and inspire a high functioning team
• Ability to demonstrate visionary leadership and guide team toward long-term goals
• Ability to innovate and drive creative execution
• Ability to drive results, establish KPIs, measure success, and optimize performance
• Ability to interpret data, identify trends, and translate insights into actionable strategies
• Ability to demonstrate a high degree of flexibility and adaptability, as well as effectively navigate shifting priorities
• Ability to effectively and diplomatically influence and persuade

EEO Statement:

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities as defined by the Americans with Disabilities Act As Amended to perform the essential functions.

• Sitting
• Keyboarding
• Viewing computer monitor

Work Environment:

Work is performed in a business office environment. Ability to work extended hours, as required, in support of the company's business needs.