Manager Consumer Success

Location: Scottsdale AZ (Hybrid 3 days in office)

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.

• 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.
• Directly lead and develop a large team of coordinators while driving measurable performance and revenue impact.
• 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.

• 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.

• 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.).
• Bachelor’s degree preferred or equivalent professional experience.

We balance creativity and innovation on a foundation of in-person collaboration. For most roles our employees work three or more days in our offices where they have the opportunity to collaborate in-person adding richness to our culture and knitting us closer together. This is a hybrid opportunity in our Scottsdale AZ office.

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include but are not limited to:

• 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

At Realtor.com® we believe everyone deserves a home of their own. We’re a team of passionate driven professionals working to make buying and selling homes easier and more rewarding. We value integrity collaboration and diversity—and we’re committed to creating an environment where the best talent can do the best work of their careers.

What We Do

We pioneered the world of digital real estate more than 25 years ago. Today through our website and mobile apps we are a trusted guide for consumers empowering more people to find their way home by breaking down barriers helping them make the right connections and creating confidence through expert insights and guidance. For professionals we are a trusted partner for business growth offering consumer connections and branding solutions that help them succeed in today's on-demand world.

Why Work With Us

The way home begins with you. With a diverse team of experts alongside you you’ll help us reach new heights at the forefront of the digital real estate space. Bring your extensive knowledge and deep expertise and collaborate with other passionate visionaries to lead our industry and revolutionize the way people find home in every form.

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