Manager, Agent Enablement & Operations

Serhant

2h•Remote

About The Position

We are seeking a highly organized, operations-minded Manager, Agent Enablement & Operations to join our growing S.MPLE Department. This role serves as the bridge between strategy and execution, overseeing a team of Advisors across multiple workstreams within the department. The ideal candidate thrives in fast-paced, evolving environments and is passionate about scaling systems, driving performance, and ensuring service excellence across a distributed team.

Requirements

5+ years of experience managing teams of 10+ in a fast-paced, service-oriented, or multi-functional environment.
3+ years of experience in real estate operations or brokerage leadership.
Proven success scaling teams and improving operational efficiency through structure and accountability.
Demonstrated ability to manage performance, coach individuals, and uphold quality standards.
Experience implementing or managing workflows that leverage AI, automation, or digital platforms.
Strong comfort with CRM tools, project management systems, marketing platforms, and reporting dashboards.
Comfortable managing remote teams and supporting multiple time zones.
Exceptional organizational and problem-solving skills with a data-driven mindset.
Excellent communication and interpersonal skills, with the ability to lead through influence.
Highly adaptable and proactive, with a solutions-first mindset and ability to thrive in ambiguity.
Operationally sharp with high attention to detail.
Results-driven, accountable, and motivated by clear metrics.
Empathetic and people-first in leadership approach.
Innovative and process-oriented, eager to optimize and evolve systems.

Responsibilities

Lead day-to-day operations across assigned S.MPLE workstreams, ensuring consistent, high-quality service delivery.
Manage, coach, and develop Advisors across multiple specialties to achieve department KPIs and service level standards.
Partner with the Director of S.MPLE and team Leads to execute departmental strategy, refine processes, and implement efficiencies.
Oversee daily task assignment, turnaround time, and workflow optimization to ensure SLA compliance.
Conduct 1:1s, quality audits, and performance reviews with assigned Advisors to maintain excellence and accountability.
Track and report on key performance metrics including speed, accuracy, agent satisfaction, and repeat usage.
Collaborate cross-functionally with internal departments to maintain alignment on processes, systems, and service improvements.
Implement automation and AI tools to drive efficiencies and enhance the Advisor experience.
Act as the first line of escalation for team issues and agent service exceptions.
Support execution of new departmental initiatives, pilots, and process rollouts in collaboration with the Director.
Reinforce departmental culture of innovation, ownership, and operational excellence.
The company reserves the right to add or change duties at any time.