Senior Operational Excellence Manager - Sales and Support at Opendoor

| San Francisco, CA +1 more | Remote
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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 Team and Role:
Since Opendoor first started operating in 2014, we’ve learned a lot about buying, managing, and selling real estate. The Homebase unit within Opendoor offers our technology and processes to institutional single-family-home investment partners (REITs). As a senior operations leader on the team, you are responsible for setting up and deploying programs and initiatives that allow the Sales and Support team to execute the core aspects of their job more effectively with a focus on efficient property acquisition and contract execution on behalf of our investment partners.

In this role you will provide administrative support, project management, analytics & reporting, and knowledge management support throughout the sales process to ensure the timely flow of knowledge, information, decisions and deliverables to the sales teams and customers. Additionally, you will develop and implement relevant processes and credentials to support Business Developers and Account Leaders in achieving territorial sales growth targets. You will work to understand Homebase’s strategic priorities and gain the ability to identify the potential impact of your activities. You’ll work in a fast-paced and self-directed environment, collaborating cross-functionally with finance, analytics, learning and development, product and engineering.

In this role you will:
• Lead development, execution, and management of strategic initiatives that enable Sales and Support team members to deliver unparalleled service to our customers
- Directly manager Quality Control Leads
• Work with stakeholders to ensure adoption and maintenance of programs, content and tools to support your programs and scale
• Track, measure, and report on the effectiveness of sales enablement investments and initiatives 
• Go deep to become a subject matter expert and trusted advisor by the sales organization and stakeholders
• Continually modify processes and procedures to reflect customer and market needs, to enable the organization to always exceed customer expectations
• Be accountable for dashboard tracking, project documentation, status tracking and reporting to ensure stakeholders and team members are involved at the right times, understand project timelines, and follow through on their commitments
• Determine opportunities for improving the sales learning and identify innovative techniques for delivery
• Liaison to the Learning and Development team ensuring that training collateral remains relevant and matches latest programmatic changes. 
• Meet regularly with stakeholders to report and discuss program status and goals.
• Partner with the Sales and Support leadership team to set team goals, roadmaps, and maximize team resources.
• Define how this organization operates and manage seams across Product, Engineering, Business Development
• Develop sales playbooks, job aids, templates, and scripts for each stage of the sales process
• Ensure team members are aligned on the scope and timing for our highest impact initiatives across the Sales & Support organization
• Work with the leadership team to identify business growth opportunities by answering their questions about how to improve performance.
• Ability to chase down potential issues and hotspots surfaced in regularly reviewed reporting.

We're looking for teammates who have:
• 5+ years professional experience in sales operations, business operations, product operations, and product management.
• Excellent communication skills: written, verbal and listening.
• Strong Excel skills and the ability to recognize and analyze trends in data.
• Ability to successfully accomplish tasks quickly with minimal direction or oversight
• Start-up experience, with the ability to interact and influence sales professionals and managers. 
• Relevant experience preparing, developing and executing sales effectiveness strategies, tactics and action plans
• Process-driven mentality with a high attention to detail. 
• Ability to see around corners and prioritize conflicting challenges
• An interest in real estate
• SQL experience preferred.

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.


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.


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.


Data Science Manager

What are Opendoor Perks + Benefits

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
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
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
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
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns

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