Realtor. com
Real Estate Technology
Manager,ConsumerSuccess
“Manager, Consumer Success at Realtor. com. Skills: Consumer Success Leadership, Team Management, Operational Excellence, Revenue Generation, Consumer Experience Scaling. Directly manage and develop a team of 15–18 Real Choice Selling Coordinators. Update and maintain a dial plan for each Real Choice Selling Coordinator on a daily basis”
What You'll Achieve.
Scale and grow a high-impact team; Develop strong, productive performers; Drive operational excellence; Accelerate one of the fastest-growing products; Drive revenue; Shape exceptional consumer experiences at scale; Ensure consistent, high-quality experiences for consumers and real estate agents; Drive measurable performance and revenue impact; Drive team effectiveness and consumer success
Industry & Context.
Excellent problem-solving, troubleshooting skills
What They're Looking For.
Must Have
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 Have
Bachelor’s degree preferred or equivalent professional experience
What You'll Do.
Directly manage and develop a team of 15–18 Real Choice Selling Coordinators
Update and maintain a dial plan for each Real Choice Selling Coordinator on a daily basis
Provide reports and assessments of coordinator performance
Drive coordinator dials and activities while maintaining a high standard for quality and adherence to the Rules of Engagement
Coach coordinator reps on quality
and customer service abilities through call monitoring and performance management
Act as a steward of the scripts
and quality processes
Proactively identify opportunities for corrective action and counsel
or administer warnings when policy guidelines are not met
Manage coordinator attendance
Facilitate team meetings to discuss daily operations and performance
Conduct 1-on-1 meetings and call breakdowns with each coordinator
Monitor CRM interaction and provide coaching for compliance with best practices and policies
Collaborate with Quality and Training departments
Interview prospective candidates
and dashboards to drive team effectiveness and consumer success
Serve as a key stakeholder for communicating product rollouts and system enhancements
How You'll Work.
Team & Collaboration
Collaborate with Quality and Training departments; Work and influence decisions cross-functionally and with senior leadership; Partner with a diverse team of experts
Communication Scope
Exceptional communication skills, both verbal and written
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