Customer Experience Advocate - Associate Manager

Opendoor - Phoenix, AZ2.5

Full-time
About Opendoor
Are you intrigued by the thought of disrupting a trillion dollar industry through technology? At Opendoor, we are on a bold mission to empower everyone with the freedom to move by making buying, selling and trading-in a home stress-free and instant. In five years since we started, we have hired an exceptional team, seen strong growth, bought and sold over 20,000 homes (with an annual purchase run rate exceeding $3.8 billion), and raised $1.3 billion in funding. The coming years present a tremendous opportunity for innovation as we explore new frontiers and scale nationwide.

This is an opportunity to cultivate and lead an impactful team of Customer Experience Advocates Opendoors frontline support team through hands-on coaching and development while also maintaining relentless focus on improving the experience for the thousands of customers (agents, buyers, sellers, neighbors among others) that we serve on a weekly basis. Were looking for someone with the right blend of natural leadership, builder mentality, operator mindset and problem solving ability.

This role is based out of our Phoenix office and will report to the Head of Closing.

Responsibilities:
Lead and manage a team of 8-10 Customer Experience Advocates focused on meeting aggressive quality and responsiveness metrics across multiple communication channels.
Help build a culture where openness to direct feedback and moving with urgency to root out customer defects is paramount
Continuously coach your teams customer interactions to stay aligned with company values and raise the bar for what is possible in our evolving approach to world-class service
Proactively communicate with senior leaders regarding business performance, adverse impact of decisions on customers and potential risks to the business
Leverage insights gained from customer interactions to drive process and product improvements with our EPD teams.
Dive into the weeds with your team on a daily basis, removing blockers, handling escalations and reporting up and across teams for alignment or additional resources.
Set clear team goals and hold the team accountable to achieving them while maintaining critical service level agreements.
Monitor daily/weekly performance metrics and shift team coverage responsibilities as required.
Help recruit, train, and coach new hires to meet their full potential

Requirements:
1+ years of management experience or team lead experience (in a support environment)
High EQ and a knack for working well with different types of people- you excel at situational awareness and building trust.
Willing to roll up your sleeves and dowhatever it takes. You are hungry, have an immense work ethic and are excited by ambitious goals
Obsession with customer delight and continually elevating customer experience standards
Excellent project management skills with demonstrated ability to balance multiple projects and deadlines simultaneously
Comfortable in a fast-paced, startup environment where roles and process continually shift as the company evolves
Strong coaching mindset. You seek out daily opportunities to provide positive and critical feedback.
Willingness to work on evenings, weekends and holidays
Passion for real estate
Opendoor values Openness
Our team celebrates our diverse backgrounds. We believe that being open about who we are and what we do allows us to be better. Individuals seeking employment at Opendoor are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.