Head of Customer Service and Experience

Director, Capture Services, Matterport

CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces, and 3D digital twin technology. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 35 years, allowing us to create truly unique and valuable offerings to our customers. We continually refine, transform and perfect our approach, driving innovation to deliver for customers, employees and investors.

Matterport, a CoStar Group brand, is the global leader in 3D digital twin technology, spatial data, and AI-driven solutions for the built world. Our platform transforms the way commercial real estate professionals market, manage, and reimagine properties by delivering immersive, data-rich digital experiences. Millions of buildings in more than 170 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing.

The Senior Director of Matterport Capture Services will be responsible for the end-to-end strategic planning, operational execution, and financial performance of Matterport’s Capture Services offering. This role requires a leader who can drive market adoption, maintain and optimize a globally scaled operation, ensure high-quality customer experience, and lead a multi-disciplinary team. The position is located in Arlington, VA and in office Monday through Friday.

Strategy and Growth: Define and execute the global strategy for Capture Services, identifying new markets, service tiers, and partnership opportunities to drive significant revenue growth and profitability.

Operational Excellence: Oversee the service delivery infrastructure, including vendor management, quality assurance, and technology integration, to ensure efficient, high-quality, and scalable operations.

P&L Management: Hold profit and loss (P&L) responsibility for the Capture Services business unit, including budgeting, forecasting, and resource allocation to meet financial targets.

Cross‑Functional Leadership: Collaborate closely with Product, Engineering, Sales, and Marketing teams to align service offerings with Matterport’s core platform, customer needs, and market feedback.

Team Leadership: Lead and mentor a high‑performing global team, fostering a culture of accountability, continuous improvement, and customer obsession.

Customer Experience: Establish metrics and processes to monitor and enhance customer satisfaction, ensuring Capture Services is a seamless, professional, and reliable experience.

Risk and Compliance: Manage operational risks, ensure compliance with relevant regulations, and implement best practices for secure and reliable service delivery.

8+ years of progressive leadership experience in a service delivery, operations, or professional services role, preferably within a technology, SaaS, or digital mapping/3D industry.

Demonstrated experience owning and operating a $15M P&L, including revenue growth, cost management, and margin delivery.

Proven track record of scaling service operations and driving business growth through strategic initiatives.

Strong operational discipline and an understanding of logistics, vendor management, and supply chain best practices.

A results‑oriented accountable mindset with a passion for building and scaling businesses.

High emotional intelligence, with the ability to motivate and develop a diverse team.

Bachelor’s degree required from an accredited, not‑for‑profit university or college.

MBA or equivalent advanced degree.

Deep understanding of the Matterport platform or similar 3D capture, photogrammetry, or spatial data technologies.

Comprehensive healthcare coverage: medical, vision, dental, prescription drug.

Life, legal, and supplementary insurance.

Virtual and in‑person mental health counseling services for individuals and families.

401(k) retirement plan with matching contributions.

Employee stock purchase plan.

Tuition reimbursement.

On‑site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Peloton, personal training, group exercise classes.

Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups.

Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks.