Director of Support Operations

Director of Support Operations

Overview

The Director of Support Operations is responsible for leading a scalable, insight-driven operating model that strengthens customer experience while improving business efficiency and growth outcomes. This role focuses on expanding customer-facing service offerings, reducing cost-to-serve, and operationalizing fee-based services through smarter systems, processes, and cross-functional collaboration. With a strong management layer in place, this leader operates at the strategic level designing infrastructure, guiding priorities, and driving enterprise-level impact.

Key Responsibilities

Operational Strategy & Business Optimization

• Design and scale support operating models that support growth, margin improvement, and service expansion.
• Identify and implement opportunities to lower cost-to-serve through automation, process standardization, and smarter tooling.
• Establish consistent operating standards across internal and external service teams.

Insights, Performance & Decision Support

• Build executive-ready reporting, dashboards, and performance narratives.
• Translate customer and operational data into business insights that can be acted upon.
• Mature early-warning systems to surface operational risk and opportunity.

Cross-Functional Leadership

• Partner with Product, Engineering, Sales, Marketing, and Operations to reduce friction, remove blockers, and enable growth.
• Lead enterprise initiatives that improve customer experience and make it easy for our customers.
• Influence cross-departmental teammates through clear and data-backed recommendations.

Organizational Effectiveness

• Enable and develop managers to lead daily execution while strengthening accountability and autonomy across the organization.
• Scale onboarding, knowledge management, and operational readiness to support growth.
• Ensure performance consistency across internal and partner-delivered teams.

Customer-Led Business Strategy

• Proactively identify customer and operational risks before they impact experience.
• Champion effort reduction and experience-led decision making across the business.
• Position Support Operations as a strategic growth partner rather than a reactive function.

What Success Looks Like

• Increased revenue enablement without proportional headcount growth
• Faster, more predictable service delivery through disciplined operating models
• Strong alignment and performance consistency across teams
• Clear, trusted insights that shape company strategy
• Customer Operations recognized as a driver of growth and operational maturity

Hire Range/Rate:

$125,000 - $145,000

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the RE/MAX, LLC total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.

• Competitive Medical, Dental, and Vision benefits
• Retirement plans with optimal company match
• Annual bonus/merit opportunity
• Educational Assistance
• Mental Health support program
• M.O.R.E. Events offered in-person and virtually
• Mentorship program
• Employee Resource Groups
• Community Engagement
• Diversity, Equity, and Inclusion
• Parenting
• Remote
• Women at REMAX

RE/MAX, LLC & Motto Mortgage

Now is your chance to become part of a world-class, industry leading organization. RE/MAX Holdings, Inc. is a business that builds businesses. We provide the tools, education and tech to our real estate network, which includes RE/MAX and Motto Mortgage franchises, agents, brokers, and consumers. Join us and build a career where your contribution is heard and important.

RE/MAX Holdings, Inc. is proudly headquartered in Denver, Colorado. Certain roles may be location specific, however in addition to Colorado, we welcome qualified candidates in the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas!

RE/MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All persons shall be afforded equal employment opportunity, and all qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

*As measured by transactions sides