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: Proven track record as an Agile transformation agent capable of driving organizational change, process overhaul, and tech-stack modernizations in fast-paced environments.

Education and Experience

• Experience: Minimum of 10+ years of progressive leadership experience in a high-volume Technical Support, Help Desk, or Engineering Operations environment, with at least 5 years at a Director or Senior Director level.

• Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field preferred; or equivalent combination of advanced technical training and executive experience.

• Global Delivery: Extensive experience managing matrixed, distributed teams across multiple geographies, specifically leveraging offshore resources and BPO vendor partnerships.

• Tooling & Infrastructure: Advanced proficiency with modern CRM and enterprise ticketing platforms (e.g., Salesforce Service Cloud, Jira Service Management, ServiceNow), telephony infrastructure, CCaaS platforms, and data analytics tools (e.g., PowerBI, Tableau, Advanced Excel).

• Communication & Influence: Exceptional executive presence, emotional intelligence, and relationship-building skills to effectively collaborate with C-suite stakeholders, product leaders, and enterprise client executives

Annual Pay Range:
111,900 - 180,000 USD

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights, depending on role classification, include:

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Please note, Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from the posted range