Head of Agent Experience

Real is a fast-growing national real estate brokerage powered by technology. Real is currently operating in all U.S. states, Canada, and the District of Columbia. Founded in 2014, Real is a trailblazer in the Residential Real Estate industry, as we lead the disruption with our cutting-edge technology platform. We are on a mission to revolutionize the home-buying and selling process, making agents' lives better while creating lucrative financial opportunities for them.

For more information, visit https://www.onereal.com/

Location: Remote - US. Candidates MUST be based in the United States to be considered.

Job Summary:

We are seeking a Head of Agent Experience to join our Operations team at Real. The successful candidate will be responsible for delivering a best-in-class agent experience, ensuring that the agent journey is seamless, satisfying and continuously improving. The ideal candidate will possess a deep understanding of agent-centric strategies, the ability to work cross-functionally, and the passion to champion the agent’s voice across Real.

Duties/Responsibilities:

• Team Leadership & Development: Oversee our Agent Onboarding, Team Success and Agent Support teams across US, Canada and India. Build and develop a high-performing agent experience department, providing mentorship, guidance and support. Foster a positive work environment that encourages innovation, collaboration and continuous learning.

• Performance Monitoring: Work with the operations team to implement key performance indicators (KPIs). Regularly monitor performance both at a team and individual level to ensure we are meeting or exceeding KPIs, and addressing misses accordingly.

• Escalation: Serve as an escalation point for the onboarding, team success and support teams in difficult situations that are unable to be diffused

• Agent Experience Strategy: Partner with COO and operations leadership in developing, refining and executing an agent experience strategy to ensure agents are set up for success at Real, driving a culture of agent-centricity across all teams.

• Agent Satisfaction: Leverage agent feedback programs (surveys, NPS, etc) to gather insights and drive continuous improvement 

Required Skills/Abilities: 

• Passion for serving agents and delivering exceptional experiences

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization

• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making

• Demonstrated ability to lead by example, understanding that your people are your best asset for success

Education and Experience:

• B.A. or B.S. degree preferred but not mandatory, high school diploma or equivalent GED mandatory

• 15+ years of experience in customer experience with at least 5 years supporting real estate agents, particularly in start-up settings, or similar

• Demonstrated history in a management role, with a track record of driving successful agent experiences

• Experience in a fast-paced, high-growth environment is highly desirable with real estate and technology experience being ideal

Must Have:

• Ability to truly encompass our Company Core Values

  • Work Hard, Be Kind

  • Tech x Humanity

  • “We” are bigger than “me”.

Physical Requirements: 

• Sit for long periods of time

• Limited travel as requested

• Lift a minimum of 20 pounds

Real Brokerage is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.