Senior Manager, Consumer Success (Real Choice Selling)

Realtor.com Careers•Scottsdale, AZ

22d•Remote

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. Senior Manager, Consumer Success (Real Choice Selling) at Realtor.com® Are you a Senior Consumer Success leader looking to scale and grow a high-impact organization while developing strong, accountable leaders? In this role, you’ll guide and empower people leaders, 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. Join us as our newest Senior Manager, Consumer Success (Real Choice Selling) and help change the world of real estate, one home at a time. The Senior Manager, Consumer Success plays a critical role in scaling Real Choice Selling, one of the fastest-growing areas within the Realtor.com® family of products on the selling side of the real estate transaction. This leader is responsible for guiding and developing a strong leadership team, driving performance and revenue, and ensuring the organization delivers consistent, high-quality experiences for consumers and real estate agents as the business grows. This is a senior leadership role focused on execution at scale—balancing people leadership, performance management, and continuous improvement in a fast-paced, remote environment. Top Reasons to Apply: Opportunity to help scale an emerging, high-growth product and revenue stream within the Realtor.com® ecosystem Be instrumental in shaping the end-to-end consumer and customer journey for a leading real estate technology platform Lead and develop a strong leadership team while driving measurable performance and revenue impact Competitive compensation package with performance-based incentives Exposure to forward-thinking operational innovation, including AI-enabled tools and process optimization Join a dynamic, collaborative culture with strong training, enablement, and leadership development support

Requirements

8+ years of experience in customer success, sales, operations, or a related field
2–5 years of experience managing people leaders in a contact center or customer-facing environment
Proven success leading remote or distributed teams
Strong ability to analyze data, manage KPIs, and drive performance improvement
Excellent communication and cross-functional collaboration skills
Demonstrated ability to lead through change and ambiguity
Strong judgment, problem-solving skills, and executive presence
Bachelor’s degree preferred or equivalent professional experience

Responsibilities

Lead, coach, and develop a team of Consumer Success Managers and frontline leaders
Drive performance against key contact center and business KPIs, including productivity, quality, utilization, and revenue outcomes
Ensure consistent people management practices, performance standards, and employee experience across teams
Partner with Product, General Management, Enablement, Quality, HR, and Recruiting to execute strategic initiatives
Analyze performance trends and deliver actionable insights and reporting to senior leadership
Lead change management for new products, tools, processes, and organizational initiatives
Support and oversee offshore partner relationships and performance
Identify operational risks and implement mitigation strategies while ensuring policy and regulatory compliance
Foster a high-performance, service-driven, and inclusive team culture
Improve workflows, tools, and operating models to enhance efficiency and consumer experience