Job Title
Director of Engagement and Product Success
Reports to
OKCMAR COO and MLSOK COO/CTO
Responsible for
Leads strategy and execution for engagement programs, product success initiatives, and member experience, working closely with leadership, staff, vendors, and volunteer leadership.
Job Summary
The Director of Engagement and Product Success is a pivotal role overseeing member satisfaction, retention, and growth across OKCMAR and MLSOK. This senior leadership position is responsible for developing and executing customer centric (member centric) strategies that drive revenue, product adoption, and long term relationships with brokers, agents, appraisers, and key stakeholders.
Job Responsibilities
Strategic Engagement & Member Experience
- Design and lead the overall member engagement strategy for OKCMAR and MLSOK, aligned with Board approved goals and organizational strategic plans.
- Define and continuously refine the member journey, identifying key touchpoints (onboarding, education, communications, events, support) and improving them for maximum impact.
- Develop programs that increase participation, satisfaction, and perceived value across all member segments (brokers, agents, appraisers, affiliates, leadership).
Product Success & Adoption (OKCMAR & MLSOK Products)
- Own the product success strategy for MLSOK and related tools, ensuring products and services are understood, adopted, and regularly used by members.
- Partner with the MLS Product Success Specialist and MLS leadership to set adoption goals, design go to market plans, and align training and communications.
- Prioritize product initiatives based on member needs, feedback, and usage data; recommend enhancements or changes to maintain high value and compliance with policies.
- Serve as a key staff liaison and subject matter expert on engagement and product success for OKCMAR and MLSOK leadership and Boards.
- Prepare reports, presentations, and updates for Board and committee meetings as requested by the CEO, COOs, or Board leadership.
- Support orientation and education efforts for volunteer leaders around member experience, product utilization, and engagement metrics.
Leadership & Team Management
- Provide leadership, coaching, and direction to staff supporting engagement, product adoption, communications, and events. Establish clear goals, performance metrics, and development plans for team members, reflecting OKCMAR’s and MLSOK’s expectations for professionalism, collaboration, and accountability.
Cross Functional Collaboration & Governance Alignment
- Collaborate with the CEO, COOs, Communications, Creative, Professional Development, Government Affairs, Member Care, and MLS departments to ensure programs and messaging are coordinated and consistent.
- Ensure engagement and product initiatives comply with OKCMAR and MLSOK bylaws, policies, antitrust guidelines, and Board directives.
- Support committee work (where appropriate) by aligning staff efforts with Board approved committee descriptions and scopes.
Data, Metrics & Insights
- Define and track KPIs for engagement and product success (e.g., membership retention, event participation, training attendance, product adoption and usage, satisfaction, NPS/CSAT).
- Develop dashboards and regular reports for leadership and Boards, translating data into clear insights and recommendations.
- Lead surveys and feedback programs to monitor satisfaction and identify emerging needs or pain points.
Communications & Social Media Alignment
- Partner with the Communications Director and Creative Director to ensure all engagement and product messaging is consistent with the one voice policy for public and member communications.
- Oversee strategies for member facing communications (email, newsletters, portal messaging, SMS, website, social media), ensuring they are timely, accurate, and brand aligned.
Qualifications
- Bachelor’s degree in a relevant field or equivalent professional experience.
- 5+ years of progressive leadership experience in engagement, product, customer success, marketing, or operations.
- Experience with membership-based organizations, associations, MLSs, SaaS, or professional services preferred.
- Real estate industry experience (MLS, brokerage, association, or real estate technology) is a plus.
- Proven experience partnering with executive leadership, Boards, and volunteer leaders.
- Demonstrated success driving engagement, adoption, retention, and revenue through strategic initiatives.
Skills & Competencies
- Strategic thinker with the ability to turn vision into actionable plans.
- Strong understanding of member/customer experience and engagement best practices.
- Data-driven decision-maker with the ability to translate metrics into insights.
- Excellent written, verbal, and presentation communication skills.
- Collaborative leader with strong cross-functional influence and organizational skills.
- High level of professionalism, judgment, and discretion.
Additional Requirements
- Active real estate licensees must place their license on inactive status prior to accepting the position.
- Knowledge of real estate, MLS, or REALTOR® association environments is a plus, not required.
- Familiarity with governance, policies, antitrust, and compliance standards preferred.
- Ability to work occasional evenings/weekends and travel locally as needed.
- Commitment to accountability, collaboration, and member-first service.