Director of Customer Experience

The Opportunity

The Director will shape customer experience strategy, lead service operations, strengthen team performance, and improve the processes and technology that support members, learners, customers, and other stakeholders. The successful candidate will bring a forward-looking mindset, the ability to learn and adopt new technology, and the judgment to translate customer needs into practical, technology-enabled improvements across the organization.

What You’ll Do

• Lead, coach, and develop a high-performing customer service team.
• Establish clear service standards that promote consistency, ownership, and accountability.
• Improve workflows, customer-facing systems, and digital processes to make service more responsive, efficient, and customer-focused.
• Use customer feedback, system data, and performance measures to identify trends, improve the customer and learner experience, and drive continuous improvement.
• Work across departments to strengthen system integration, encourage effective technology adoption, and create a more seamless customer experience.
• Learn, evaluate, and champion technology, automation, self-service tools, and new approaches that improve service delivery and organizational effectiveness.
• Build a culture of professionalism, collaboration, problem-solving, and customer advocacy.

What We’re Looking For

• Demonstrated success leading customer experience, customer service, or service operations teams.
• A strong record of improving processes, leading change, and learning and applying customer-facing technology, automation, or integrated systems to enhance service delivery.
• The ability to think creatively, challenge existing approaches constructively, and turn ideas into sustainable improvements.
• Proven success building relationships across departments and influencing organizational outcomes.
• Exceptional leadership, communication, judgment, and problem-solving skills.
• Experience using data from customer and service systems to guide decisions, measure performance, and identify opportunities for improvement.
• A bachelor’s degree or equivalent professional experience.

Why Join BOMA International?

This is an opportunity to shape the customer experience across a respected international association serving the commercial real estate industry. The Director will play a visible leadership role in strengthening service, advancing operational excellence, and helping position the organization for continued growth and success.

BOMA International welcomes candidates who combine strong operational discipline with technological curiosity, a willingness to learn and adopt new tools, and the initiative to continually identify better ways of serving customers and learners.

Pay: $85,000.00 - $93,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person