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Sr. Director, Technical Customer Care

Cotality

Dallas, Texas

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JOB DETAILS
SKILLS
Application Programming Interface (API), Artificial Intelligence (AI), Automation, Change Management, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Support/Service, Customer/Client Research, Data Structures, Debugging Skills, Ecosystems, Expense Management, Expense Tracking, Help Desk, Identify Issues, Leadership, Metrics, Mortgage, Operational Strategy, Partner Sales, Performance Tuning/Optimization, Process Improvement, Product Planning, Product Support, Professional Services, Quality Assurance, Real Estate, Request for Proposals (RFP), Resource Management, SQL Databases, Schedule Development, Service Level Agreement (SLA), Software Configuration Management, Support Documentation, Team Lead/Manager, Technical Analysis, Technical Leadership, Technical Recruiting, Technical Support, Technical Writing, Testing, Trend Analysis, Usability Engineering
LOCATION
Dallas, Texas
POSTED
Today
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:

Position Overview

As the Senior Director of Technical Customer Care Support with Cotality, you will drive the strategic vision and operational excellence for our Mortgage Solutions platform support ecosystem. In this high-impact leadership role, you will lead a multi-tiered technical help desk organization responsible for supporting our premier tech products, such as all Collateral Solutions products, Integrations, and Smartfees.

We are seeking a visionary leader with deep technical credibility and extensive experience managing various technical support teams. You will be responsible for transforming our support functions into a modern, digital-first, data driven organization. By fostering a culture of continuous technical growth, innovation, and strategic execution, you will ensure our clients receive world-class technical support. You will liaison with our internal stakeholder teams to share user feedback and friction to drive continuous improvement.

Key Responsibilities

  • Strategic & Digital Transformation: Executive ownership of the platforms help desk roadmap. Drive the evolution of traditional support structures into a digital-first, intelligent omni-channel operation by leveraging automation, AI, self-service, and advanced ticketing workflows.

  • Platform & Product Advocacy: Serve as the critical bridge between Tier 1 Technical Customer Care Support, Product Management, and Dev/Technical Support Groups. Analyze complex technical inquiry trends for Collateral Solutions, Integrations, and Smartfees to influence product roadmaps, stability, and usability.

  • Technical Leadership & Team Scaling: Provide dynamic leadership to cross-functional, highly technical teams. Cultivate deep technical competency within the support tier, ensuring teams can debug, troubleshoot, and resolve complex integration and platform issues.

  • Global Vendor & Resource Management: Oversee offshore and onshore performance to optimize staffing, performance manage labor spend, and ensure seamless 24/7 coverage.

  • Operational Excellence & SLA Compliance: Refine, measure, and exceed enterprise-level SLA metrics including CSAT & MAGIC, follow up compliance, case aging, resolution rate/cycle time, schedule adherence, and defined service levels.

  • Client Escalations: Exhibit executive presence as you represent CX Support in discussions with clients when needed to outline remediation and strategy.

  • New Business Implementations: Partner with Sales, Product, and Professional Services to design and execute operational workflows, staffing models, and technical support frameworks for major new client implementations and RFPs.

  • Quality Assurance & Continuous Improvement: Architect internal and external QA frameworks that leverage data analytics and customer feedback to optimize workflows, eliminate friction points, and upgrade technical support documentation.

Job Qualifications:

Technical Deep Focus & Leadership

  • Deep Technical Acumen: Proven experience leading technical teams with a solid understanding of software configurations, APIs, integrations, data structures, SQL databases, and code-level troubleshooting methodologies.

  • Domain Expertise: Prior experience in the fintech, proptech, real estate, or mortgage sectors-specifically dealing with collateral valuation, data integrations, or complex fee calculation platforms-is highly preferred.

  • Change Management Mastery

About the Company

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Cotality

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