Senior Director Service Experience - Remote

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:,ActualValueFromSolar:null},{QuestionName:External Title,AnswerValue:Senior Director, Service Experience - Remote,VerityZone:formtext4,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Employment Type,AnswerValue:Full-time ,VerityZone:formtext16,QuestionType:radio,ActualValueFromSolar:null},{QuestionName:About Us,AnswerValue:u003cpu003eu003cspan style=font-size:16px;\u003eu003cspan style=font-family:Verdana,Geneva,sans-serif;\u003eu003ca href=****target=_blank\u003e**MEMBERS ONLY**SIGN UP NOW***..u003c/au003eu0026nbsp;(NYSE: RLGY) is the leading and most integrated provider of U.S. residential real estate services, encompassing franchise, brokerage, and title and settlement businesses as well as a mortgage joint venture. Realogy’s diverse brand portfolio includesu003cstrongu003eu0026nbsp;u003c/strongu003esome of the most recognized names in real estate: u003ca href=****target=_blank\u003eBetter Homes and Gardens® Real Estateu003c/au003e, u003ca href=****target=_blank\u003eCentury 21®u003c/au003e, u003ca href=****target=_blank\u003eColdwell Banker®u003c/au003e, u003ca href=****target=_blank\u003eColdwell Banker Commercial®u003c/au003e, u003ca href=****target=_blank\u003eCorcoran®u003c/au003e, u003ca href=****target=_blank\u003eERA®u003c/au003e, u003ca href=****target=_blank\u003eSothebyu0027s International Realty®u003c/au003e. Using innovative technology, data and marketing products, best-in-class learning and support services, and high-quality lead generation programs, Realogy fuels the productivity of independent sales agents, helping them build stronger businesses and best serve today’s consumers. Realogyu0027s affiliated brokerages operate around the world with approximately 190,000 independent sales agents in the United States and more than 112,000 independent sales agents in 113 other countries and territories.u003c/spanu003eu003c/spanu003eu003c/pu003eu003cpu003eu003cspan style=font-size:16px;\u003eu003cspan style=font-family:Verdana,Geneva,sans-serif;\u003eAt Realogy, diversity fuels success – for our company and for our employees. We strive to be the preferred company for diverse talent, committed to creating an inclusive environment that encourages everyone to succeed. u003cstrongu003eWe pursue talent u003c/strongu003e– strategic thinkers who are eager to innovate, focused on execution and accountable for results. u003cstrongu003eWe value diversity u003c/strongu003e– respecting backgrounds, cultures, perspectives.u003c/spanu003eu003c/spanu003eu003c/pu003eu003cpu003eu003cspan style=font-size:16px;\u003eu003cspan style=font-family:Verdana,Geneva,sans-serif;\u003eYou’ll find our commitment to diversity reflected in our achievements:u003c/spanu003eu003c/spanu003eu003c/pu003eu003culu003eu003cliu003eu003cspan style=font-size:16px;\u003eu003cspan style=font-family:Verdana,Geneva,sans-serif;\u003eForbes 2020 Best Employers for Diversity.u003c/spanu003eu003c/spanu003eu003c/liu003eu003cliu003eu003cspan style=font-size:16px;\u003eu003cspan style=font-family:Verdana,Geneva,sans-serif;\u003eRecognized on the 2020 Human Rights Campaign u003ca href=****target=_blank\u003eCorporate Equality Index u003c/au003e.u003c/spanu003eu003c/spanu003eu003c/liu003eu003cliu003eu003cspan style=font-size:16px;\u003eu003cspan style=font-family:Verdana,Geneva,sans-serif;\u003eRecognized for gender diversity on our board of directors by Executive Women of New Jersey and Women’s Forum of New York.u003c/spanu003eu003c/spanu003eu003c/liu003eu003cliu003eu003cspan style=font-size:16px;\u003eu003cspan style=font-family:Verdana,Geneva,sans-serif;\u003eFirst residential real estate company to endorse theu0026nbsp;u003ca href=****Act target=_blank\u003eEquality Actu003c/au003eu0026nbsp;and fully supportu0026nbsp;u003ca href=****1447 target=_blank\u003e H.R. 1447u003c/au003eu0026nbsp;amending the Fair Housing Act to include LGBTQ as protected classes.u003c/spanu003eu003c/spanu003eu003c/liu003eu003c/ulu003eu003cpu003eu003cspan style=font-size:16px;\u003eu003cspan style=font-family:Verdana,Geneva,sans-serif;\u003eWith diversity, we succeed together. We hope you’ll join us.u003c/spanu003eu003c/spanu003eu003c/pu003e,VerityZone:formtext36,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:EEO Statement,AnswerValue:EOE AA M/F/Vet/Disability,VerityZone:formtext34,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:State/Province/Region,AnswerValue:New Jersey ,VerityZone:formtext25,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:City,AnswerValue:Madison,VerityZone:formtext19,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Company,AnswerValue:**MEMBERS ONLY**SIGN UP NOW***. ,VerityZone:formtext1,QuestionType:single-select,ActualValueFromSolar:null}],GQId:3047,isGQResponsive:true,isActive:true,isSocialReferralJobRestricted:false,localeId:1033,AutoOptionalReqId:9809BR,Title:Senior Director, Service Experience - Remote,JobSiteId:7080,Link:****{Responsive_AdvancedCSS: /* Text Alignment */#N##N#.linkContainer.backgroundColor.LinkPadding.headerLinkContainer.ng-scope,#N#.homeFooterWrapper {#N##T#text-align: center;#N#}#N##N#/* Colors */#N##N#.mainInitialContainer .widgetSidebar,#N#.footerLink.responsiveWidth.ng-scope {#N##T#border: none;#N#}#N##N#/* Dimensions */#N##N#.gateway .welcomeBanner,#N#.gateway .welcomeBanner .welcome {#N##T#width: 100%;#N#}#N##N#.gateway .welcomeBanner div[configurable-image] {#N##T#width: 100%;#N#}#N##N#@media screen and (min-width: 900px) {#N##N##T#.gateway .welcomeBanner .welcome {#N##T##T#width: 381px;#N##T##T#max-width: 35%;#N##T##T#/*min-width: 25%;*/#N##T#}#N##N##T#.gateway .welcomeBanner div[configurable-image] {#N##T##T#width: 759px;#N##T##T#max-width: 65%;#N##T#}#N##N#}#N##N#.searchMainWrapper.ng-scope,#N#.searchMainWrapper.ng-scope .ng-scope {#N##T#width: 1200px;#N#}#N##N#.searchMainWrapper.ng-scope,#N#.searchMainWrapper.ng-scope .ng-scope,#N#.pageHeader .primaryHeaderLogoWrapperLink img {#N##T#max-width: 100%;#N#}#N##N#.gateway .welcomeBanner div[configurable-image] img {#N##T#width: 100%;#N#}#N##N#.gateway .welcomeBanner div[configurable-image] img,#N#.pageHeader,#N#.pageHeader .primaryHeaderLogoWrapperLink img {#N##T#height: auto;#N#}#N##N#@media only screen and (min-width: 900px) {#N##N##T#.gateway .welcomeBanner .welcome .welcomeLiner,#N##T#.gateway .welcomeBanner .backgroundImageWrapperLink,#N##T#.gateway .welcomeBanner div[configurable-image] img {#N##T##T#height: 245px;#N##T#}#N##N#}#N##N#/* Padding */#N##N#@media screen and (min-width: 1260px) {#N##N##T#.mainInitialContainer .widgetSidebar {#N##T##T#padding-right: 8px;#N##T#}#N##N#}#N##N#/* Margins */#N##N#.searchMainWrapper.ng-scope,#N#.searchMainWrapper.ng-scope .ng-scope {#N##T#margin: auto;#N#}#N##N#.pageHeader .primaryHeaderLogoWrapperLink img {#N##T#margin: 1em auto;#N#}#N##N#@media screen and (max-width: 1259px) {#N##N##T#.gateway .welcomeBanner div[configurable-image] img {#N##T##T#margin-left: 0;#N##T#}#N##N#}#N##N#/* Display Properties */#N##N##resumeBuilderBox {#N##T#display: none;#N#}#N##N#@media only screen and (max-width: 900px) {#N##N##T#.gateway .welcomeBanner,#N##T#.gateway .welcomeBanner .welcome,#N##T#.gateway .welcomeBanner div[configurable-image] {#N##T##T#display: block;#N##T#}#N##N#}#N##N#@media only screen and (min-width: 900px) {#N##N##T#.gateway .welcomeBanner .welcome,#N##T#.gateway .welcomeBanner div[configurable-image] {#N##T##T#display: inline-block;#N##T#}#N##N#}#N##N#/* Object Fit Properties */#N##N#.gateway .welcomeBanner .backgroundImageWrapperLink img {#N##T#object-fit: cover;#N#}#N##N#/* Position Properties */#N##N#.mainInitialContainer .widgetSidebar {#N##T#position: relative;#N##T#top: auto;#N##T#left: auto;#N##T#right: auto;#N##T#bottom: auto;#N#}#N##consent_blackbar{#N# display: block;#N# position: fixed;#N# bottom: 0;#N# z-index: 999999;#N# opacity: 1; 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(NYSE: RLGY) is a leader and integrated provider of residential real estate services that is focused on empowering independent sales agents to best serve consumers.u0026nbsp; Realogy is transforming itself to become a leading Technology and Data company in the real estate industry. We are undertaking an aggressive digital transformation agenda, which builds on the success of the current digital, mobile and online service offerings; as well as investing in innovative products, platforms, and overall end-user experience.u0026nbsp;u003c/spanu003eu003cbru003eu003cbru003eu003cbru003eu003cspan style=\line-height:15.0pt\\u003eJob descriptionu003c/spanu003eu003cbru003eThis Senior Director role will be responsible for defining, overseeing, and ultimately improving customer experience for Realogy’s network of employees, franchisees, and real estate professionals. Leading the development of the customer strategy and overseeing the planning and implementation of its execution, the Director is responsible for delivering a seamless customer experience across all stages and touchpoints in the customer journey, helping to continually achieve greater customer satisfaction. The Director will also provide direct oversight for our outsourced Level 1 (helpdesk) support team as well as ownership of our ServiceNow platform including implementation and steady state activities.u003cbru003eu003cspan style=\line-height:15.0pt\\u003eu003cstrongu003eThe exciting things you will do:u003c/strongu003eu003c/spanu003eu003cbru003eDefine the Future Customer Technology Service Experience and lead change management activities across the enterprise in support of this evolution.u003cbru003eu003cbru003eStrategic and physical owner of the ServiceNow platform starting with the completion of ITSM implementation then driving the roadmap for platform expansion to align with business prioritiesu003cbru003eu003cbru003eManage the Level 1 Help Desk relationship working with our external service partner to optimize team performance and SLAs and increase customer satisfactionu003cbru003eu003cbru003eEstablish and lead cross-functional teams to solve customer technology service issues and challenges, as well as identify opportunities to deliver outstanding technology support services in a cost effective and scalable way.u003cbru003eu003cbru003eCreate and deliver the Customer Experience ‘story’ to our employees, leadership teams and customers through the creation of dashboards, leadership presentations, focus groups to govern the future direction of support.u003cbru003eu003cbru003eRemain abreast of trends and new features in customer technology services, tools and support structures to further evolve the technology support experience within the organization.u003cbru003eu003cbru003eCollaborate with Data Analytics team to generate customer service scorecards that provides insights and measures overall performance of the customer technology support experience.u0026nbsp;u003cbru003eu003cbru003eu003cspan style=\line-height:normal\\u003eMotivate, influence, and inspire others to commit to driving an exceptional end to end Customer Service experience. u0026nbsp;u003c/spanu003eu003cbru003eu003cbru003eu003cspan style=\line-height:15.0pt\\u003eu0026nbsp;u003cbru003eu003cstrongu003eQualifications:u003c/strongu003eu003c/spanu003eu003c/spanu003eu003c/spanu003eu003culu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eBA/BS degree from an accredited institution u0026nbsp;u003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:11px; margin-left:8px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:107%\\u003e8-10 years of experience as a Customer Experience strategic leader supporting a customer base of u0026gt;100k u003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003e3 years’ experience with ServiceNow platform with special consideration to those who have managed implementation strategies for large, multi-divisional corporationsu003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eStrong leadership skills to successfully sell and lead implementation of the customer service experience strategy; must lead meetings, calls and change management activities through all phases of the implementationu003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003ePassionate, engaging leader who thrives on evolutionary change with demonstrated success in transforming enterprise level customer experience teams u003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eInnovative and collaborative approach to problem solving to achieve business results, including design thinkingu003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eExperience influencing senior management and setting expectations for major cross-functional initiativesu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eEffective interpersonal capabilities and ability to work cross-functionally with other leaders on sensitive issuesu003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eApplied knowledge of customer experience principles, approaches, and methodologiesu003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eComfortable talking about technical matters with businesspeople and business matters with technical peopleu003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eHighly adaptable in a fast-paced hyper-growth environment; able to thrive within ambiguity.u003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eMust possess strong work ethic, self-starter, and team player with great organization skills.u0026nbsp;u0026nbsp;u003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003cli style=\margin-bottom:13px\\u003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eDemonstrated ability to build relationships effectively and quickly, establish credibility, respect, confidence, and influence others skillfullyu003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/liu003eu003c/ulu003eu003cdiv style=\margin-bottom:13px\\u003eu003cbru003eu003cspan style=\font-size:16px;\\u003eu003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eu003cspan style=\line-height:15.0pt\\u003eThis position can be performed anywhere except Colorado.u003cbru003eu003cbru003e#LI-KD1u003cbru003e#LI-Remoteu003c/spanu003eu003c/spanu003eu003c/spanu003eu003c/divu003e,hiringOrganization:{name:Realogy,sameAs:\,@type:Organization},identifier:{name:Realogy,@type:PropertyValue,value:9809BR},jobLocation:{address:{addressCountry:USA,addressLocality:Madison,addressRegion:NJ,postalCode:7940,streetAddress:\,@type:PostalAddress},@type:Place},title:Senior Director, Service Experience - Remote,@type:JobPosting,validThrough:2022-05-24T23:59:59}u003c/scriptu003e,CustomWebTrackerResponse:[],Abc:0,SolarErrorOccurred:false} capture-escaped-parsed-value=preloadResponse />

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