Director Customer Excellence jobs at Buildots in Israel, Tel Aviv-yafo

About the Role

As the, you will own the delivery strategy and execution across the client lifecycle, driving scalable operations and ensuring exceptional results from system setup through ongoing client support. You’ll oversee a multi-team department responsible for designing, delivering, and supporting tailored client systems—ensuring quality, efficiency, and client satisfaction at scale, all in alignment with company growth.

Key Responsibilities

• Own the Delivery department's strategy, structure & performance.
• Plan team capacity, hiring, and offshore strategy aligned with business growth.
• Resolve delivery challenges, improve workflows, and ensure consistent quality.
• Drive process innovation to support scale and reduce dependency on high-skill resources.
• Build & maintain smooth collaboration with Sales, Customer Success, Product, and other key teams.
• Lead and develop managers and team leads across multiple disciplines and geographies.

What You Bring

We’re looking for an
experienced leader(8+ years) with deep roots in the construction industry, who combines strong operational management skills and a passion for technology-driven innovation to successfully deliver complex projects and scale teams in a dynamic environment.

1. Strong Construction Industry Background
2. Demonstrated experience in the construction sector with deep knowledge of industry terminology, workflows, and challenges. Ability to interpret construction models and assess their complexity to effectively align delivery with client needs.
3. Leadership Excellence
4. Demonstrated ability to lead, inspire, and develop multi-disciplinary teams across regions, managing complex projects through growth and change.
5. Operational Management Expertise
6. Skilled in designing scalable processes, driving operational efficiency, managing capacity planning, and overseeing cross-functional collaboration in fast-paced environments.
7. Technology Mindset- A genuine interest in technology and innovation within construction, with hands-on experience driving or supporting tech-enabled projects—such as working in innovation teams, adopting ConTech solutions, or contributing to tech startups.

Requirements:

• 3+ years working in construction-related roles or equivalent experience
• Studies- degree in Construction Management, Civil Engineering, Architecture, or related field preferred.
• 8+ years in leadership roles including senior positions, managing cross-functional teams in dynamic environments.
• 5+ years experience in operational or project management roles in service delivery environments.
• Experience in tech-related roles within construction or related sectors; background in construction innovation, digital transformation, or ConTech preferred.
• Excellent communication and presentation skills in English

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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.

Drive operational strategy and efficiency

• Develop and maintain core operating principles while identifying and addressing inefficiencies in workflows, systems, and processes to support scalability and cross-functional alignment.

Drive execution of company priorities

• Translate strategic goals into clear plans and ways of working, ensuring teams are focused, coordinated, and delivering on objectives.

Manage cross-functional initiatives

• Oversee high-impact projects that span multiple departments, ensuring alignment, resourcing, and timely execution.

Define and track performance metrics

• Partner with leadership to establish KPIs and reporting processes that provide visibility into progress and inform decision-making.

Support organizational cadence and governance

• Design and run planning cycles, business reviews, and key rituals to drive accountability and focus across the company.

Requirements

• Bachelor’s degree in Business, Operations, or a related field.
• 7+ years of BizOps experience , ideally in a company that went through a significant scale up process.
• 2+ years of leadership/senior experience.
• Proven track record of managing complex projects across multiple departments.
• Proven experience influencing, leading and getting things done.
• Hands-on experience with defining, tracking, and reporting on KPIs and company-wide initiatives.
• Exceptional organizational skills, with the ability to manage multiple priorities and stakeholders.
• Superb communication skills – ability to communicate complex subjects to different audiences, making them engaged and driving delivery.
• Analytical mindset with experience in data-driven decision-making.
• Proficient in tools like Excel, Google Sheets, Salesforce, project management software (e.g., Asana, Jira), and BI tools (e.g., Tableau, Power BI).
• Detail-oriented and comfortable working with ambiguity in a fast-paced, rapidly changing environment.