Director of Customer Excellence

About Buildots

Buildots is an AI-driven SaaS platform revolutionizing construction analytics. We're bringing advanced AI and computer vision to an industry that’s seen little disruption in 150 years. As the world’s largest industry, valued at $13 trillion, driving efficiency in construction presents a massive opportunity – and it's why we're backed by top VCs and industry leaders.

Our platform is already powering hundreds of projects across 10 countries, and we're on track for rapid expansion in 2025 and beyond.

About the Role

The Director of Customer Excellence is responsible for building the operational backbone of the customer organization at Buildots. This is a cross-functional leadership role focused on improving how we deliver, support, and scale world-class customer experiences in Buildots.

You will define and lead initiatives across Operations, Customer Success, and other internal teams, ensuring we consistently meet — and exceed — our service standards, customer expectations, and growth goals.

Key Responsibilities

Strategy, Roadmapping & Execution

• Partner with the CCO to shape the long-term strategy for customer excellence, including customer-centric service models and scalable org design.
• Own the roadmap and lead execution across cross-functional initiatives that advance service quality, automation, scalability, and customer satisfaction.

Process Design & Optimization:

• Design, implement, and continuously improve cross-team workflows between Operations, CS, and other departments.
• Standardize service delivery models, communication protocols, and engagement frameworks for field teams and enterprise stakeholders.
• Lead cross-functional alignment to reduce friction and streamline execution across the customer lifecycle.

Foundations & Enablement

• Develop and scale internal programs including onboarding, training, knowledge management, and continuous learning for the Customer org.
• Own the tools, systems, and content needed to support high-performing, customer-facing teams.

Voice of the Customer & Product Partnership

• Build structured feedback loops that bring the Voice of the Customer (VoC) into every corner of the organization — product, R&D, delivery, and leadership.
• Work closely with Product and Engineering to prioritize customer-led feature development and ensure product evolution supports real-world needs.

Agility & Learning Culture

• Drive a culture of fast learning and adaptability within the CS and Ops teams
• Implement structured retrospectives, post-mortems, and knowledge sharing practices to ensure rapid iteration and continuous improvement.

Metrics, Monitoring & Excellence Standards

• Define and implement key performance indicators (KPIs), service benchmarks, and reporting cadences across the CCO org.
• Build performance dashboards and real-time tracking tools to drive operational visibility and accountability.
• Establish and oversee structured QA and performance review processes across CS and Ops.

Budgeting & Performance

• Own and manage the comprehensive CCO department budget — including headcount, tools, and programs.
• Monitor financial performance and optimize resource allocation in line with strategic priorities.

What We’re Looking For

• 8+ years in operational excellence, product operations, customer experience, or similar leadership roles — preferably in B2B SaaS, construction tech, or other complex industries.
• Proven experience leading cross-functional initiatives and building scalable systems across CS, Operations, Product or Services orgs.
• Strong strategic thinking, with the ability to turn vision into roadmap and roadmap into execution.
• Deep understanding of customer-centric processes, especially in high-touch, technically complex environments.
• Analytical mindset with a passion for data, dashboards, and performance-driven decision-making.
• Exceptional communication and influencing skills — able to align and lead stakeholders across functions and levels.
• Experience working with enterprise customers and familiarity with the construction industry or operational field services is a plus.

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