Manager, Consumer Success
About The Position
Realtor.com® is seeking a Consumer Success leader to scale and grow a high-impact team while developing strong, productive performers. In this role, you will guide and empower frontline coordinators, drive operational excellence, and help accelerate one of the fastest-growing products in the Realtor.com® selling ecosystem. This role is ideal for someone motivated by building teams, driving revenue, and shaping exceptional consumer experiences at scale. The Manager, Consumer Success plays a critical role in scaling Real Choice Selling by directly managing a team of 15–18 coordinators. You will be responsible for providing the necessary tools, information, and coaching for your team to be successful while ensuring consistent, high-quality experiences for consumers and real estate agents.
Requirements
- 5+ years of experience in a customer success role or equivalent.
- A minimum of 2 years of people management experience, ideally in a call center environment.
- Proven success managing and leading in a remote or virtual environment.
- Experience tracking, measuring, and holding teams accountable to defined KPIs.
- Ability to work and influence decisions cross-functionally and with senior leadership.
- Superior time management and prioritization skills in an atmosphere of multiple shifting priorities.
- Excellent problem-solving, troubleshooting skills, and high EQ.
- Exceptional communication skills, both verbal and written.
- Knowledge of Microsoft Office and G Suite (Gmail, Google Calendar, Docs, etc.).
Nice To Haves
- Bachelor’s degree preferred or equivalent professional experience.
Responsibilities
- Directly manage and develop a team of 15–18 Real Choice Selling Coordinators into successful and productive performers.
- Update and maintain a dial plan for each Real Choice Selling Coordinator on a daily basis to set expectations for the day.
- Provide reports and assessments of coordinator performance, attendance, development, and achievements.
- Drive coordinator dials and activities while maintaining a high standard for quality and adherence to the Rules of Engagement.
- Coach coordinator reps on quality, tone, script adherence, and customer service abilities through call monitoring and performance management.
- Act as a steward of the scripts, sales, and quality processes to ensure requirements are understood by the team.
- Proactively identify opportunities for corrective action and counsel, discipline, or administer warnings when policy guidelines are not met.
- Manage coordinator attendance, time-off requests, overtime accrual, and schedules.
- Facilitate team meetings to discuss daily operations and performance to provide motivation and encouragement.
- Conduct 1-on-1 meetings and call breakdowns with each coordinator on your team.
- Monitor CRM interaction and provide coaching for compliance with best practices and policies.
- Collaborate with Quality and Training departments to understand trends and facilitate successful transitions from training to the floor.
- Interview prospective candidates and assess the skills and traits that align with the role and the Realtor.com culture.
- Help create systems, processes, playbooks, and dashboards to drive team effectiveness and consumer success.
- Serve as a key stakeholder for communicating product rollouts and system enhancements to your assigned workgroup.
Benefits
- Inclusive and Competitive medical, Rx, dental, and vision coverage
- Family forming benefits
- 13 Paid Holidays
- Flexible Time Off
- 8 hours of paid Volunteer Time off
- Immediate eligibility into Company 401(k) plan with 3.5% company match
- Tuition Reimbursement program for degreed and non-degreed programs
- 1:1 personalized Financial Planning Sessions
- Student Debt Retirement Savings Match program
- Free snacks and refreshments in each office location
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
