Director, Customer Experience

Washington, D.C., Shape the customer experience. Strengthen the organization. BOMA International is seeking a dynamic, results-oriented leader to serve as Director, Customer Experience. This role will lead the organization’s customer service function and help create a culture defined by responsiveness, accountability, innovation, and exceptional service. The Director will also be expected to quickly learn the organization’s technology, lead its effective adoption across the team, and continually identify opportunities to improve how tools and systems support service and engagement.

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. BOMA International offers a comprehensive benefits package for full-time employees, including flexible medical coverage; employer-paid dental, vision, life, and disability insurance; a 401(k) plan with a 5% employer contribution and immediate vesting; generous paid time off; 11 paid holidays plus a year-end office closure; and employee assistance, wellbeing, financial, and professional development resources. Benefits are subject to eligibility requirements and applicable plan terms.