Senior Manager, Consumer Success (Real Choice Selling)

Realtor.com; Scottsdale (AZ); Hybrid; USD 140.000 - 180.000; Vollzeit

Benefits dieser Stelle

Health insurance

Family forming benefits

13 Paid Holidays

Flexible Time Off

Volunteer Time Off

401(k) match

Tuition reimbursement

Financial planning

Student debt match

Office snacks

Zusammenfassung

Realtor.com® is seeking a Senior Manager, Consumer Success to scale Real Choice Selling and lead a high-impact organization. You will guide and empower people leaders, drive performance, and ensure exceptional experiences for consumers and real estate agents as the business grows.

This senior leadership role balances people leadership, performance management, and continuous improvement in a fast-paced, remote-friendly environment.

Qualifikationen

• 8+ years in customer success, sales, operations, or related field.
• 2–5 years managing people leaders in a contact center or customer-facing env.
• Proven success leading remote or distributed teams.
• Strong ability to analyze data and drive performance.
• Excellent communication and cross-functional collaboration.
• Bachelor’s degree preferred or equivalent professional experience.

Aufgaben

• 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.

Kenntnisse

Leadership

Data analysis

KPI management

Cross-functional collaboration

Executive presence

Ausbildung

Bachelor’s degree or equivalent

Jobbeschreibung

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)andhelp 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

What You’ll Do

• 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

What You’ll Bring

• 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

How We Work

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.

How We Reward You

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

Do the best work of your life at Realtor.com®

Here, you’ll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you’ll find your way home too. At Realtor.com®, you’ll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, we’ll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.

Diversity is important to us, therefore, Realtor.com® is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Realtor.com® will provide reasonable accommodations for otherwise qualified disabled individuals.