Sr. Manager, Customer Experience (Real Estate)

About the role:

The Senior Manager of Customer Experience manages all of the Homebuying Customer Experience Teams at Homeward. This role will be directly responsible for implementing and tracking the KPIs, quality, and turn time metrics for these teams.  

The role will include collaboration with Sales, Transaction Operations, Financial Product, & Technology teams to ensure we deliver excellent fulfillment experiences for all Homeward products on which this team works. This role will own the performance management and development of the roles within this department including skills like customer service, communication, Real Estate acumen across multiple states, detailed contract management, and more. This role will also partner closely with Title and Mortgage leadership to ensure the teams are working together seamlessly. This role manages teams that are key advocates of the Customer and their Agent. Managing deliverables, expectations, and being a constant guide for both the Customer and Agent through the customer journey is a tall order, but critical for the Customer’s success. This person will ensure our Customer and their Agent know what needs to happen and will partner in problem solving any challenges that arise along the home buying process. 

In this role, you will:

• Manage and upskill the Transaction Success and Support Team Leads to ensure a quality customer experience.
• Assist in and coordinate the ongoing training efforts for transaction experience team members
• Collaborate with functional leaders within Homeward’s sales, operations, mortgage, finance, and product teams to develop a fully integrated transaction management and closing experience
• Maintain in-depth knowledge of company products, services, and policies, effectively communicating updates to team members.
• Design and implement processes, procedures, and systems architecture to meet business needs.
• Create reports and dashboards within Salesforce for team and management use, monitoring key metrics and identifying areas for improvement.
• Ensure team members are trained to review every request accurately and efficiently, in alignment with Homeward’s terms and requirements.
• Facilitate Team Leads in supporting frontline teams to maintain a delicate balance between company risk management and consistently delivering exceptional customer and agent experiences throughout the transaction.
• Develop and oversee the crafting of communication strategies and scripts utilized by the Transaction Success And Support teams. Ensure alignment with company messaging and values, and provide final sign-off on all communication materials. Monitor the effectiveness of communication methods and adjust strategies as needed to optimize customer engagement and satisfaction.
• Craft solutions for change management with cross-functional alignment.
• Take full ownership of key performance indicators and prioritizing customer experience (NPS) and on time cash closings
• Recruit, develop and retain team members, to scale a best in class functional area of full-time and contract employees in an effort to maximize profitability
• Provide detailed, insightful feedback to our Product team on the customer experience with Homeward ensuring we keep the customer at the center of our solutions
• Be comfortable working in ambiguity and shifting priorities 

What you’ll bring: 

• 5+ years of management experience
• 8+ years of real estate experience
• Real estate license, preferred
• Exceptional organizational skills
• Strong time-management and project management skills
• Strong leadership skills; vision and the ability to build and unify high-performing cross-functional teams around meaningful outcomes
• Executive presence, excellent communication, and presentation skills.
• Demonstrated success delivering high-quality customer experiences
• Tangible experience building something from the ground up
• An outcomes focused mentality and drive
• Enthusiasm about helping beyond the bounds of your day-to-day role
• Salesforce experience, preferred.

Pay and benefits

• Compensation range: $100,000 - $110,000 base
• Remote-first environment (our Headquarters are in Austin, TX)
• Company-wide bonus 
• Exciting stock option grant for every full-time employee 
• 401(k) employer contribution match 
• Health and wellness benefits, including medical, dental, vision, and life insurance
• Twenty days of vacation, five sick days, twelve company holidays, and two floating holidays each year
• Generous paid parental leave of up to 14 weeks

See more about how Homeward takes care of our team by providing a generous package of benefits here.