OneApp · 1 day ago
Director Of Customer Experience (CX)
Portland Metro
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $120K/yr
5+ years expOneApp is a mission-driven company that increases access to rental housing by removing financial and systemic barriers for renters while reducing risk for property managers. The Director of Customer Experience is responsible for enhancing and continuously evolving OneApp’s end-to-end customer experience strategy, overseeing the Customer Experience function and collaborating across various departments to deliver consistent and scalable experiences.
AppsOnline PortalsReal Estate
Responsibilities
Evolve and sophisticate OneApp’s overarching Customer Experience systems and success metrics across the full partner and renter lifecycle. Work alongside the VP of Customer Experience to optimize the end-to-end customer journey (for both partners and renters). Collaborate with RevOps and Product to optimize Customer Experience tools and platforms
Oversee consistent feedback and insight collection across our customer base. Leverage multiple mechanisms, including surveys (NPS, CSAT), our partner Board of Advisors, support ticket trends, and qualitative feedback
Analyze and escalate trends, challenges and opportunities. Translate this analysis into clear, actionable recommendations for Product, GTM, and Leadership teams. Partner closely with Product to influence roadmap priorities based on vetted needs and experience gaps
Lead, mentor, and develop the members of the CX team. Conduct regular 1:1s, quarterly performance reviews, and career development coaching. Partner with the VP of Customer Experience to recruit, onboard and train new team members as we scale
Qualification
Required
5+ years of experience in Customer Experience, Customer Success Program Management, or similar roles. Experience with VoC programs, Customer Experience tooling, and journey mapping
3+ years of people leadership experience, including coaching and developing senior individual contributors or managers
Proven experience designing and scaling Customer Experience programs in a growing tech company
Strong strategic thinking combined with the ability to execute and operationalize ideas
Excellent communication, facilitation, and storytelling skills
A customer-first approach, with a passion for delivering value and enhancing partner experiences
High degree of initiative and a growth mindset, with a continuous desire to learn and adapt to new challenges
Ability to travel both internationally and domestically
Alignment with OneApp core values: Tenacious, Hungry, Compassionate, Humbly Confident
Benefits
Medical, Dental and Vision Benefits
401K Plan
Unlimited PTO
Company
OneApp
OneApp offsets economic housing setbacks with modern, innovative solutions and a goal to house 1M people by 2032.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Nat Parker
Chief Operating Officer
Company data provided by crunchbase