Director Of Customer Experience; CX

Compensation: $120,000 - $140,000 / year

Department: Customer Experience

Location: Portland Metro

One App 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. We’re building market-based solutions to unlock housing opportunities at scale, with a bold 10-year goal to help 1 million people gain access to housing.

The Director of Customer Experience is responsible for enhancing and continuously evolving One App’s end-to-end customer experience strategy. This leader will oversee a growing Customer Experience function, while serving as the connective tissue between Partner Success, Customer Service, Product, Marketing, and Leadership. This role blends strategy and execution, ensuring One App delivers thoughtful, consistent, and scalable experiences across every partner and renter touchpoint.

The Director of Customer Experience will own the Customer Experience framework, Voice of the Customer (VoC) program, and support architecture—translating insights into action that helps drive adoption, advocacy, and long-term customer value.

• Job Title: Director of Customer Experience (CX)
• Location: Remote
• Total Compensation: Total cash of $120,000-$140,000 per year
• Reports to: VP of Customer Experience
• Work Hours: Full Time;
  Monday‑Friday 9:00am‑5:00pm (your local time)

• Customer Experience Strategy & Framework Ownership: Evolve and sophisticate One App’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 Rev Ops and Product to optimize Customer Experience tools and platforms.
• Voice of the Customer (VoC): 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.
• Analysis and Cross‑Functional
  
  Collaboration:
  
  Analyze and elevate 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.
• Leadership & Development: 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.

• 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 One App core values:
  • Tenacious
  • Hungry
  • Compassionate
  • Humbly Confident

• This is a full‑time position.
• Total Compensation:
  Total cash of $120,000-$140,000 per year.
• Medical, Dental and Vision Benefits.
• 401K Plan.
• Unlimited PTO.