Head of Customer and Technical Operations

About the Role:

As the Head of Customer and Technical Operations, you will be responsible for building the home warranty customer service function from the ground up. In this incubated business line at Doma, you will strategize and execute all elements of standing up a customer service function, including customer journey mapping, customer service strategy, contact handling, systems technology, IT infrastructure development and deployment, learning and enablement, workforce management, business metrics and insights, and continual process and margin improvement. You will be part of a small, but mighty founding team that brings Doma’s home warranty product to market. You will hustle and you will be challenged, but you will also take great pride in knowing you built a customer-obsessed experience to compliment a groundbreaking product. It can be based in our HQ in SF, in our Irvine or NYC offices, or Remote. Semi-monthly travel at discretion of employee and in accordance with public health recommendations. Role to begin ASAP.

Responsibilities:

Be excited to sit in a (virtual) room with the founding team and BUILD something innovative and customer-centric:

• Work with the Product team to create and refine customer service journey maps
• Develop and implement Doma home warranty customer service strategy and culture
• Define key SLAs and operating metrics
• Design and implement the service delivery model, outlining skills and responsibilities for all customer service teams and
positions
• Source and implement the technology for all customer service channels, designing the most customer-obsessed call and
communication experience
     o Manage all Customer Service related IT infrastructure
• Draft and maintain best-in-class, fool-proof standard operating procedures
• Jump two feet first into designing, building, and rolling out the learning and development program
• Setup continuous SLA and metrics monitoring and build a metrics-driven culture
• Obsessively analyze and improve processes for improved customer experience, efficiency, and cost optimization
• Build a team culture that celebrates diversity, honesty, and hard work
• Be at cause to grow the business, wherever, whenever
• Be an exemplar of agility: pivot quickly and keep the team honest and grounded as work plans shift, roadblocks arise, and
risks emerge
• Be obsessed with building meaningful internal and external relationships
• Be a beacon of our Doma cultural values (Solution Driven, Direct with Respect, Customer Obsessed, People Leaders,
#OneTeam)

Required Skills & Experience:

We want this to be a GREAT fit. Here’s what we’re looking for:

• 5 years of experience in operational and/or customer service leadership role
• Leadership experience in an at-scale customer service or operations function
• Hands on experience developing, configuring and deploying IT infrastructure for customer service or operations
function
• Experience collaborating across various levels of an organization
• Proven track record of doing whatever it takes to get the job done
• Bonus: Experience in standing up and scaling a customer service or operations function in a startup environment

Skills & Interests:

• Be a dynamic individual with energetic and collaborative personality
• Bring experience drafting SOPs and exception handling procedures from scratch
• Bring experience taking on new assignments and quickly mastering new ways of accomplishing goals
• Bring experience obsessively measuring operational efficacy and efficiency
• Be emotionally mature and able to initiate, conduct and navigate difficult conversations with individuals at all
levels
• Be visionary and question where technology can replace or supplement existing processes.
• Be solution-driven, finding ways for innovation to work instead of excuses for it to fail
• Ignite a fire to do whatever it takes to solve complex problems and build scalable processes
• Be comfortable in a high growth, constantly changing environment
• Be adept in translating ideas into clear, high impact communication
• Bring excellent project management expertise and comfort using tools like Asana, Monday.com, or Jira
• Lead efficient, productive meetings, and create and deliver compelling presentations
• Continue your track record of exceeding established goals
• Manage multiple projects and processes and work effectively with other team members
• Demonstrate proficiency in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook, plus a
variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Be able and willing to travel locally, regionally and nationwide up to 25% of the time
• Be fluent in English; bonus for Spanish fluency
• Be excited to use and exercise your independent judgment
• Bonus: Experience in the home warranty industry, real estate tech, PropTech, or InsurTech space

#LI-Remote