Realtor.com® is looking for a SVP, Sales and Support Operations to join our team and help us transform how millions of consumers search for, buy and live in their homes. The role will report to the CEO of Opcity, and you will be responsible for helping the organization launch our new managed service offering that enables consumers to get connected with our vast agent network. You will focus on improving the consumer, agent/broker, and lender/title experience and scaling it across the US to new regions and cities. We are rapidly scaling our offerings and this is a great opportunity to lead an organization that is highly visible across the company.

This opportunity will also manage the various partner success, released leads,

and support teams and drive adherence across multiple organizations. This includes recruiting,

leading, developing and motivating both technical and non-technical teams in various roles that

support our diverse customer base. It also includes the development of repeatable processes, compensation plans, quality standards, and procedures for team members to follow, as well as identifying key metrics to track and manage individual and team performance. You will work closely with product and analytics to build reporting and tools to improve the business.

The role will be responsible for defining success metrics and is accountable to the business for delivering on (but not be limited to) improved NPS response rates, scores and feedback, customer retention and renewals rates, increased customer usage and adoption broker and agent onboarding, and most significantly improving close rate stemming from realtor.com consumer referrals to business partners (brokers, agents, lenders, title, home insurers etc).

You must be comfortable interacting with employees and customers at all levels. The ideal candidate will be highly motivated and have a passion for customers, software, technology, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit, and enjoy helping others be successful, realtor.com may be a fit for you.

Duties & Responsibilities:

Key leadership executive responsible for the continuous improvement of real estate referrals to

close, agent and broker onboarding, and education and engagement. Other

responsibilities include increasing both Agent and Lender assignment rates, CSAT scores, renewal rates, reduced churn, expanded revenue in accounts through cross-sell, higher product adoption and usage, recapture of consumers who have been released by agents, and driving new business through expanding our broker lead accelerator product and customer growth. In addition, this role will be responsible for leading the Agent/Broker, Lender/Title, and Quality Operations organizations.

Own customer support, retention, revenue collection, escalations, and strategies for long-term

customer relationship management

Define roles of partner success teams (broker and agent operations) and recruit, develop and

lead this organization

Build and deliver effective reporting for customer and RDC leadership

Responsible for measuring, managing, and improving customer health, engagement, and value

realization to ensure that investments made achieve the planned results

Effectively synthesize and communicate customer needs to other parts of the business, and act

as a customer champion within the company

Work collaboratively and influence other departments to promote customer satisfaction success and implement solutions through our processes, technologies and product management efforts

Set clear, measurable objectives for all team members

Strong understanding and command of data and analytics to make meaningful decisions that

impact the business

Develop career paths for team members that allow for career growth and development within

the team and RDC

Enhance end-to-end concierge experience for consumers

Manage CRM, lead sourcing, lead scoring, and lead management for Lender and Title sales teams.

Build, own and implement variable compensation plans for the organization

Manage Quality control team that supports multiple departments

What We Like To See / Measures of Success:

As an experienced leader, a successful candidate will know how to get things done by working

collaboratively across departments and organizational boundaries

Bachelor's degree in Business Administration, Computer Science, or related field; MBA desired

Must possess a customer-centric mindset and have the ability to prioritize customers’ needs and manage to their expectations

10+ years in an Operations, Customer Success/Experience or Account Management (or similar)

role with responsibility for delivering measurable Operations/Customer Success results

5+ years in a leadership role for a high growth technology business. Enterprise software a plus

Strong Servant Leader mindset and motivational skills

A proven leader who builds highly engaged teams, acts as mentor/coach to motivate and holds the team accountable to delivering an exceptional customer experience

Strong attention to detail and superior organizational skills

Strong interpersonal, oral and written communication skills

High level of responsibility, ownership and sense of urgency/getting things done

Ability to work in a fast-paced, results-oriented and team-oriented environment

Strong computer skills, especially with Excel and PowerPoint

Proven ability to successfully operate within an executive team, departmental teams, and cross

functional teams

A passion for developing and managing to key metrics, using those analytics to guide best

practices for the organization

Solid management skills with the ability to influence and champion initiatives through

persuasion, negotiation, and consensus building including the ability to make a command

decision when required

Experience working both with high volumes of small customers and low volumes of large

customers, plus the ability to know how to handle them differently

Deep understanding of value drivers in recurring revenue business models

Self-motivated and comfortable with a willingness to roll up your sleeves to get the job done

Experience working in Software-as-a-Service (SaaS) product business and/or experience in

residential real estate, lending or other related industry would be very helpful

#LI-MS1

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.