Sr. Director, Technical Customer Care

## Sr. Director, Technical Customer Care Apply locations:
Dallas, TX:
Oklahoma City, OK:
Oxford, MS:
United Statestime type:
Full time posted on:
Posted Yesterday job requisition :
REQ
18952

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.
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* 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.
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* Job…