Senior Manager, Customer Experience Operations

reAlpha • Jersey City, NJ

10h

About The Position

We are looking for a highly motivated cross-functional leader to connect strategy with execution across reAlpha’s Realty, Mortgage, and Title businesses. The Senior Manager, Customer Experience Operations, will ensure that every part of the customer journey, from first contact to close, works together seamlessly. You will diagnose operational friction, design scalable solutions and align teams around shared systems, processes, and KPIs. Reporting to the COO, you will collaborate with Product, Technology, and business leaders to strengthen collaboration and improve both customer experience and operational efficiency. This is a hands-on, high-visibility role suited to a strategic problem-solver who thrives at the intersection of people, process, and technology.

Requirements

• 5–8 years of experience in operations, transformation, or cross-functional leadership roles, ideally in real estate, mortgage, financial services, or other complex service environments.
• Proven success diagnosing issues, aligning teams, and delivering measurable improvements.
• Strong systems-thinking and analytical ability to understand how people, process, and technology interact.
• Excellent project leadership and communication skills with the ability to build buy-in and maintain momentum.
• Strategic mindset with the ability to dive into execution when needed.
• Demonstrated experience working with Product and Technology teams to deliver operational improvements.
• Bias for action, ownership, and accountability

Responsibilities

• Architect the “One reAlpha” experience. Design and operationalize the systems, handoffs, and workflows that unify Realty, Mortgage, and Title.
• Identify and resolve breakdowns. Pinpoint where customer or operational friction occurs across business lines and lead cross-functional teams to implement lasting fixes
• Drive alignment and accountability. Partner with leadership across Product, Technology, and Operations to ensure goals, systems, and workflows are connected and measured.
• Champion process design and optimization. Map, refine, and scale the processes that impact conversion, customer satisfaction, and fulfillment efficiency.
• Lead strategic initiatives. Manage high-priority integration or transformation projects from concept through execution, ensuring ownership, outcomes, and timelines are clear.
• Bridge people, process, and technology. Evaluate where automation, tooling, or structure can improve collaboration and work with Product and Technology to deliver solutions.
• Monitor and report performance. Establish and track KPIs related to customer flow, cross-sell adoption, and process efficiency, providing clear visibility to leadership.

Benefits

• 401(k) matching
• 100% employer-covered health, dental, and vision insurance for yourself, your spouse and/or dependants
• Flexibility to contribute to your Health Savings Account (HSA)
• An annual stipend for learning and development
• Unlimited vacation to support work-life balance
• Real opportunities for growth and advancement
• A fun, collaborative team environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees