Manager, Consumer Success

Realtor.com Careers•Phoenix, AZ

2d•Hybrid

About The Position

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions. Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance. Location: Scottsdale, AZ (Hybrid 3 days in office) About the Role Are you a Consumer Success leader looking to scale and grow a high-impact team while developing strong, productive performers? In this role, you’ll guide and empower frontline coordinators, drive operational excellence, and help accelerate one of the fastest-growing products in the Realtor.com® selling ecosystem. If you’re motivated by building teams, driving revenue, and shaping exceptional consumer experiences at scale, this role is for you. 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.