Manager, Agent Experience Partner at Opendoor

| San Francisco, CA
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About Opendoor:  
Founded in 2014, Opendoor’s mission is to empower everyone with the freedom to move. We believe the traditional real estate process is broken and our goal is simple: build a digital, end-to-end customer experience that makes buying and selling a home simple, certain and fast. We have assembled a dedicated team with diverse backgrounds to support more than 100,000 homes bought and sold with us and the customers who have selected Opendoor as a trusted partner in handling one of their largest financial transactions. But the work is far from over as we continue to grow in new markets. Transforming the real estate industry takes tenacity and dedication. It takes problem solvers and builders. It takes a tight knit community of teammates doing the best work of their lives, pushing one another to transform a complicated process into a simple one. So where do you fit in? Whether you’re passionate about real estate, people, numbers, words, code, or strategy -- we have a place for you. Real estate is broken. Come help us fix it.

About the Role:
This is a unique opportunity to join our growing agent experience team. This role combines elements of customer service, relationship management, negotiation and operations. Your team will serve as the main point of contact for our cooperating agents. These agents’ clients are in the midst of logistically complicated processes that can be both financially and emotionally challenging; our job is to simplify and bring certainty to both our agents and their clients. The agents we work with are striving to provide an outstanding experience to their clients and we work tirelessly to deliver.
Your primary goal is to lead your team to build relationships, anticipate your customers’ needs and whatever else it takes to provide agents peace of mind. If you get your energy from empowering people, problem solving, and turning any situation into an incredible experience… this role is for you.
This role is based out of our San Francisco office and will report to the Senior Manager.

As a Manager, Agent Experience Partner, you will:

  • Manage a team of Associate Managers and Agent Experience Partners focused on meeting aggressive negotiation and responsiveness metrics across multiple communication channels.
  • Inspire & lead your team to act with the appropriate level of urgency, to hold themselves accountable and to build and create a culture oriented toward superior negotiation execution -- with speed and precision -- in the service of our customers.
  • Help build a culture where openness to direct feedback and moving with urgency to root out customer defects is paramount.
  • Continuously coach your team’s 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.
  • 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:

  • 3+ years of management experience or team lead experience in a sales environment
  • Real estate license (California required, others are helpful) and recent California contract experience
  • 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 do “whatever 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

More About Us:
Want to learn more about us and how we are revolutionizing the home buying and selling process? Learn more about us on our website, check out our profile on The Muse to learn more about our culture from our team members, or read our blog posts to hear about the work we are doing.

We Offer the Following Benefits and Perks:
- Full medical, dental, and vision with optional 85% coverage for dependents
- Flexible vacation policy
- Generous parental leave
- Paid time off to volunteer
Please note that these benefits and perks are available only to Full Time team members and do not apply to contract roles.

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. For California residents: for more information about the categories of personal information that we collect for recruiting purposes, please see our personnel Privacy Policy.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • PostgreSQLDatabases
    • SketchDesign
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • WordpressCMS

An Insider's view of Opendoor

What's the biggest problem your team is solving?

My team works with our sales and support operators. We manage our multiple telephony platforms, including our call center software. Last year, we replaced our old call center vendor solution with a new custom-built telephony platform. Building the unique features each team has been one of our central challenges for much of the past year.

Maggie

Sr. Software Engineer

How has your career grown since starting at the company?

I started at Opendoor as an intern, responsible for small improvements to our home valuation model’s accuracy. Now, I am one of the leaders on our team - I’m responsible for setting team vision, overseeing systems design for other IC’s, and leading P0 initiatives such as a pricing workflow overhaul that we launched after COVID-19.

Daniel

Software Engineer

How do you empower your team to be more creative?

Analytical problem solving requires creativity too. I always encourage my team to consider all the tradeoffs between different options - what if you need to solve the problem in 1 day? How about 6 months? How about unlimited compute resources? We often come up with more creative and better solutions when we intentionally consider all options.

Sherry

Data Science Manager

What are Opendoor Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
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