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TITLE

 

Head of Agent Experience

COMPANY

 

Opendoor

LOCATION

 

Phoenix, AZ, US

Description

We are looking for an extraordinary leader that will be responsible for the leadership of our Agent Experience operations. This is an opportunity to lead a multisite team of 120+ that is the face of Opendoor to our agent customers.  You will collaborate with senior leadership to define and build the agent experience vision while ensuring alignment with our company’s strategic direction. You will be responsible for cultivating an organization of highly empathic, highly performing professions that that love their role. You will lead a team of managers and directors. Success will be defined by inspiring your team to delight our customers while building a sustainable business.

As Opendoor’s Head of Agent Experience You Will:

    • Lead and manage a diverse team of Experience Partners across all aspects of the business, including operational performance, process improvement, and strategic innovation. 
    • Build and scale the organization while maintaining world class customer service.
    • Proactively manage cross-functional and executive interactions building operational processes that ensure the Agent Experience team is evolving to business and customer needs.
    • Own performance for Agent Experience Partners across the entire company, communicating and reporting to executives and other stakeholders on business unit performance.
    • Protect and grow our agent experience and sentiment metrics.
    • Identify and improve operational gaps negatively impacting customer experience and work cross-functionally to correct.
    • Gather and synthesize customer insights to help our product and marketing teams deliver a robust online and offline customer experience.  
    • Drive alignment with company values through recruiting, hiring and all customer interactions.
    • Prioritize coaching, mentorship and performance management opportunities.

Requirements:

    • 7-10+ years of proven customer experience leadership.
    • Obsession with customer delight and continually elevating customer experience standards.
    • Experience developing and implementing servicing processes and systems through diving into detail and making improvements.
    • Proven track record of holding team to high expectations and exceeding performance targets.
    • Ability to operate in an ambiguous, rapidly scaling, high-growth environment.
    • Proven ability to influence organizational change outside your scope of responsibility
    • 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
    • Strong presentation and public speaking skills. 
    • Metrics-focused leader with strong analytical abilities. 

Preferred:

    • Leadership experience in financial services or real estate
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 70% coverage for dependents
- Flexible vacation policy
- Educational budget to invest in your career development and growth
- Fitness/Commuter Benefit stipend
- 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.

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