The Senior Manager, Enablement (SME) is responsible for strategy, development, and leadership of key initiatives across the Consumer Experience and Sales departments. The main priority of this role is to develop, build, and oversee a sales enablement test environment that supports both Consumer Experience and Sales teams. This role involves partnering with product, engineering, analytics, operations, compensation, and business unit leaders to build sales tests. They will be responsible for prioritizing tests based on the needs of the business and impact to revenue. They will then design, oversee, and report on these tests with the goal of providing clear insights and recommendations. This role will have direct reports within the test environment and will be responsible for actively coaching and developing these individuals. Upon test completions, the SME will be responsible for comprehensive analyses and test reviews provided to the Executive Leadership Team and all additional stakeholders.

This role will also research and develop solutions to improve and enable this department at all levels. The SME is responsible for the project management and oversight of these solutions, which includes partnering with third-party vendors, product, engineering, analytics, and all levels of leadership for successful system integrations.

Additional projects for the SME include project management with Product, Data, and Operations teams to improve performance and streamline workflows. The SME works closely with the Senior Manager of Quality, Director of Enablement, Senior Director of Consumer Experience, and others to maintain a tight focus on achieving project management milestones.

Duties & Responsibilities:
Develop, build content for, and oversee the management of Supervisor, Manager, Senior Manager training curriculum to ensure accuracy of information, flow of content, and transfer of knowledge are delivered by the Senior Managers
Develop enablement content for the team in Bogota, Colombia. This includes collaborating with Sitel’s leadership team supporting Training.
Complete knowledge and understanding of SalesForce, FocusFire and Yonyx
Develop a project management program for a performance management software and a content management system to support 450+ CSRs.
Maintain a flawless understanding of both Sales and Consumer Experience knowledge related towards scripts, quality processes and documentation, all company products/services, and core values.
Responsible for the continued development and education of the Sales Lab team members.
Onboard and educate the Operations Specialists to accelerate their leadership and facilitate for the new hire training classes and/or on-going education sessions for the floor.
Strategically assess Consumer Experience department needs and develop (or update) training programs
Collaborate with the Senior Manager of Quality to understand trends and develop quality training sessions
Collaborate with multiple Product Managers to understand new product or program initiatives, develop roll outs, and ensure all CSRs/RL are trained on the content.
Partner with Consumer Experience Sr. Leadership Team to provide performance analysis and post-rollout assessments for all CE and develop continued education/training sessions.
Develop, plan, and execute CX contests and ensure budget oversight.
Partner with the Instructional Designers to develop curriculums aligned with business needs to drive performance and quality for the Consumer Experience team.
Proactively generate reports and/or assessments related to Sales and Consumer Experience team’s performance, attendance, development, etc.
Manage multiple large projects and programs relevant to our organization.
Other duties as assigned.

Requirements:
Bachelor’s degree in education, communication, psychology or relevant field (preferred)
5+ years managing professionals and/or subordinate managers
3+ years of experience developing a training program
Knowledge with Learning Management Systems (preferred)
Proficient in Microsoft Excel
Proficient in Google Suite (Especially Google Sheets and Google Slides)

Key Competencies:
Strong Project Management Skills, PMP Preferred
Ability to Lead Peers
Ability to Lead Key Initiatives and Hold Stakeholders Accountable
Strong Leadership Skills
Effective Communication Skills
Strong Ability to Plan, Strategize, and Prioritize
Strong Time Management Skills
Strong Organizational Skills
Excellent Facilitation Skills
Ability to Coach and Develop Others / Problem Sensitivities
Ability to Assess Needs and Bridge Gaps
Attention to Detail
Strong Ability to Implement Feedback
Deductive Reasoning and Problem-Solving Skills

About realtor.com

At realtor.com®, we believe that everyone deserves a home of their own. We’re a community of nearly 2,000 employees who work hard to ensure that from the moment someone starts dreaming about a new home, to the moment they walk in the door and beyond, we’re there to lend a helping hand. Every month, over 85 million people trust us with their journey home by visiting our site and mobile apps, and we’d love to have you join our team to help.

We’ve got great offices in the U.S. and Canada with lots of sweet jobs to choose from, so we’re hoping you’ll join us on our journey to make buying, selling, renting, and living in homes easier and more rewarding for everyone.  

Let’s make a difference, together. For Real.

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.

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