About This Role

As our Director and Head of Customer Experience, you will be tasked with curating the way Divvy interacts with its stakeholders. Reporting to our COO, you will oversee our applicant, agent, and resident communications; effectively servicing customers from their first interactions with Divvy all the way through buying a home back. A successful employee will create a contact philosophy that optimizes for the right balance of quality and efficiency, making Divvy a consumer-centric and scalable business. You will be just as comfortable developing an SOP as you are presenting to the board of directors. In this role, you’ll be part of the core leadership team with daily exec interaction and will work cross-functionally with Sales, Product, Compliance, and the rest of Operations to lead organizational impact on how Divvy is perceived by the outside world.

We have a documented equal pay policy, and do not negotiate on offers. To maintain fairness and keep starting total comp the same for anyone who comes into that position, individual pay is determined by role, level and work location only. At the offer stage, we give candidates 3 different offers to choose from depending on how they want to favor cash vs equity. The US based salary range for this position is $168,528 to $209,150 + equity + benefits. Please note: We have two different compensation tiers depending on your location. The range displayed reflects the Tier 2 minimum and Tier 1 maximum new hire salary across all US locations. Your Recruiter will discuss the relevant compensation range during your initial screen.

Responsibilities:

• Manage a team of 15+ full-time employees across Customer Support, Resident Success, and Payments & Collections; in addition to an offshore BPO with 10+ agents.
• Lead, hire, develop, and grow a team of best-in-class talent that scales with the business
• Create a tailored customer and resident experience strategy encompassing all interactions across platforms
• Grow an industry-leading Resident Success team focused on leading customers to their desired homeownership outcomes
• Iterate on Payments & Collections policies that are synergistic yet encourage austerity, maximize revenue, and ensure equality
• Coordinate cross-functionally across the organization to create policies, procedures, SOPs and systemize processes
• Identify any inefficiencies and optimize technology including working with Product and Engineering to increase productivity
• Develop a robust process for quality assurance and complaint management, minimizing those on the “unhappy path”
• Consistently optimize for cost-per-contact through self-service, automation, outsourcing, and upskilling

Skills & Experience:

• 10+ years of experience in customer operations and/or tech - ideally in a fast-paced, growth-stage environment
• A strong operational leader with a high aptitude for both analytics and EQ
• Significant experience managing a large team
• Excellent communication, written and interpersonal skills
• Ability to create a vision and translate it into detailed and prioritized plans
• Ability to work collaboratively and cross-functionally
• Excellent analytical, interpersonal, verbal, written, and presentation skills

Perks & Benefits:

• 100% remote first culture, with an onsite option at our San Francisco or Denver offices
• Prioritizes health & wellness with flexible PTO, monthly mental health day, generous leave policies and company-sponsored Modern Health coaching and therapy sessions
• Competitive salary + equity
• 90% paid medical benefits for you and your dependents (medical, dental, vision)
• 401k match & access to a financial planner
• $1,000 professional development stipend
• One-time $350 remote workspace allowance
• $250 monthly co-working space stipend
• 16 weeks paid parental leave & flexible return to work
• Recognized as Time 100’s most influential companies of 2022 & a Great Place to Work

#LI-Remote