Buildots Director Customer Excellence 

Israel, Tel Aviv District, Tel Aviv-Yafo 

24633466

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.