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Job Details

Senior Manager Customer Experience u0026 Success - Remote

Company name
Realogy Holdings Corp

Location
Madison, NJ, United States

Employment Type
Full-Time

Posted on
Aug 18, 2021

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:,ActualValueFromSolar:null},{QuestionName:External Title,AnswerValue:Senior Manager Customer Experience \u0026 Success - Remote,VerityZone:formtext4,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Employment Type,AnswerValue:Full-time ,VerityZone:formtext16,QuestionType:radio,ActualValueFromSolar:null},{QuestionName:About Us,AnswerValue:\u003cp\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003e\u003ca href=\http://www.realogy.com/\ target=\_blank\\u003eRealogy Holdings Corp.\u003c/a\u003e\u0026nbsp;(NYSE: RLGY) is the leading and most integrated provider of U.S. residential real estate services, encompassing franchise, brokerage, and title and settlement businesses as well as a mortgage joint venture. Realogy’s diverse brand portfolio includes\u003cstrong\u003e\u0026nbsp;\u003c/strong\u003esome of the most recognized names in real estate: \u003ca href=\https://www.bhgre.com/\ target=\_blank\\u003eBetter Homes and Gardens® Real Estate\u003c/a\u003e, \u003ca href=\https://www.century21.com/\ target=\_blank\\u003eCentury 21®\u003c/a\u003e, \u003ca href=\https://www.coldwellbanker.com/\ target=\_blank\\u003eColdwell Banker®\u003c/a\u003e, \u003ca href=\https://www.cbcworldwide.com/\ target=\_blank\\u003eColdwell Banker Commercial®\u003c/a\u003e, \u003ca href=\https://www.corcoran.com/\ target=\_blank\\u003eCorcoran®\u003c/a\u003e, \u003ca href=\https://www.era.com/\ target=\_blank\\u003eERA®\u003c/a\u003e, \u003ca href=\https://www.sothebysrealty.com/eng\ target=\_blank\\u003eSotheby\u0027s International Realty®\u003c/a\u003e. Using innovative technology, data and marketing products, best-in-class learning and support services, and high-quality lead generation programs, Realogy fuels the productivity of independent sales agents, helping them build stronger businesses and best serve today’s consumers. Realogy\u0027s affiliated brokerages operate around the world with approximately 190,000 independent sales agents in the United States and more than 112,000 independent sales agents in 113 other countries and territories.\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eAt Realogy, diversity fuels success – for our company and for our employees. We strive to be the preferred company for diverse talent, committed to creating an inclusive environment that encourages everyone to succeed. \u003cstrong\u003eWe pursue talent \u003c/strong\u003e– strategic thinkers who are eager to innovate, focused on execution and accountable for results. \u003cstrong\u003eWe value diversity \u003c/strong\u003e– respecting backgrounds, cultures, perspectives.\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eYou’ll find our commitment to diversity reflected in our achievements:\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eForbes 2020 Best Employers for Diversity.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eRecognized on the 2020 Human Rights Campaign \u003ca href=\https://urldefense.com/v3/__https:/c212.net/c/link/?t=0\u0026amp;l=en\u0026amp;o=2499490-1\u0026amp;h=414592108\u0026amp;u=https*3A*2F*2Fwww.hrc.org*2Fcampaigns*2Fcorporate-equality-index\u0026amp;a=Corporate*Equality*Index__;JSUlJSUrKw!!CHCva4lQ!V7Hq9z8jry2mbi5g4VJrhm9-jtcmXOENdMS-vH72q6amtqO3-pbdNGQYXxhZ1YbfSuE$\ target=\_blank\\u003eCorporate Equality Index \u003c/a\u003e.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eRecognized for gender diversity on our board of directors by Executive Women of New Jersey and Women’s Forum of New York.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eFirst residential real estate company to endorse the\u0026nbsp;\u003ca href=\https://c212.net/c/link/?t=0\u0026amp;l=en\u0026amp;o=2698282-1\u0026amp;h=3188291754\u0026amp;u=https://www.hrc.org/blog/hrc-announces-unprecedented-business-support-for-the-bipartisan-equality-ac\u0026amp;a=Equality Act\ target=\_blank\\u003eEquality Act\u003c/a\u003e\u0026nbsp;and fully support\u0026nbsp;\u003ca href=\https://c212.net/c/link/?t=0\u0026amp;l=en\u0026amp;o=2698282-1\u0026amp;h=1515556233\u0026amp;u=https://www.realogy.com/news/2018/10/03/realogy-announces-support-for-fair-and-equal-housing-act-bill\u0026amp;a=H.R. 1447\ target=\_blank\\u003e H.R. 1447\u003c/a\u003e\u0026nbsp;amending the Fair Housing Act to include LGBTQ as protected classes.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eWith diversity, we succeed together. 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one\}},FooterInfo:[{Name:Privacy Policy,Value:https://www.realogy.com/links/privacy-statement,Icon:,onlyIcon:0},{Name:Accessibility Statement,Value:https://www.realogy.com/links/accessibility-statement,Icon:,onlyIcon:0},{Name:Do Not Sell My Personal Information,Value:https://submit-irm.trustarc.com/services/validation/9b852f5f-98b6-4200-8fac-a65b2b7fcc27,Icon:,onlyIcon:0},{Name:California Applicant Privacy Notice,Value:https://www.realogy.com/wp-content/uploads/2021/03/RDOCS-267332-v1-CCPA_Realogy_Applicant_Notice.pdf,Icon:,onlyIcon:0},{Name:Phishing Scam Alert,Value:https://www.realogy.com/phishing-scam-alert/,Icon:,onlyIcon:0}],EncryptedBruid:null,HashCode:0,LoggedIn:false,EncryptedSession:null,CompiledCss:true,IdForSocialLogin:a4e01b3f-56c3-4675-a621-24e29ebe843b,TotalCount:515,AllowAccessResponse:{Name:AllowAccess,Value:true},TalentSuiteClientName:null,ApplyStatus:null,ApplyDiff:10,NextApplyDate:null,LimitExceededMessage:null,JobId:970245,JobCartResponse:null,TGLocales:[],IsGTG:false,LocaleDesc:,ResponsiveCandidateZone:true,BasicProfileDetails:null,DashboardData:null,PendingAssessments:null,googlejobsMappingfielddataJson:\u003cscript type=\application/ld json\\u003e{\@context\:\http://schema.org\,\datePosted\:\2021-08-17T10:15:58.873\,\description\:\\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cb\u003eRealSure \u003c/b\u003eis a joint venture between Realogy and Home Partners of America, offering a differentiated cash offer product that helps consumers sell and buy their home with confidence.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eRealSure \u003c/b\u003eis expanding and enhancing its bold products to improve the consumer home selling and buying transaction experience. The integral role of \u003cb\u003eSenior. Manager, Customer Experience and Success \u003c/b\u003ewill be reporting to the Director of Service Delivery and Operations of RealSure .\u003cbr\u003e\u003cbr\u003e\u003cspan style=\\\vertical-align:baseline\\\\u003e\u003cb\u003e\u003cspan style=\\\color:black\\\\u003eSummary:\u003c/span\u003e\u003c/b\u003e\u0026nbsp;\u003c/span\u003e\u003cbr\u003e\u003cspan style=\\\line-height:107%\\\\u003eWith deep immersion in the day-to-day operations within teams, the \u003cb\u003eSenior Manager, Customer Experience \u0026amp; Success\u003c/b\u003e is essential to building the culture and strategy that leads to delivering a best-in-class RealSure service experience. Responsible for design and implementation of experience, adoption and operational initiatives, the s\u003cspan style=\\\color:black\\\\u003euccessful candidate must \u003c/span\u003epay close attention to what works well and what doesn’t and understands how our approach impacts broader company goals. Continuously optimizing and iterating, the Senior Manager can also articulate the business impact of their efforts in a way that galvanizes peers, and cross-functional leaders to adopt and implement change. \u003c/span\u003e\u003cbr\u003e\u003cspan style=\\\line-height:107%\\\\u003e\u003cb\u003e\u003cspan style=\\\color:black\\\\u003eThis role is 100% remote; however, the ideal candidate will be located in the eastern or central time zone.\u003c/span\u003e\u003c/b\u003e\u003c/span\u003e\u003cbr\u003e\u003cspan style=\\\line-height:107%\\\\u003e\u003cb\u003e\u003cspan style=\\\line-height:107%\\\\u003e\u003cspan style=\\\color:black\\\\u003eResponsibilities:\u003c/span\u003e\u003c/span\u003e\u003c/b\u003e\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003cul\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:105%\\\\u003e\u003cb\u003e\u003cspan style=\\\color:black\\\\u003eCustomer \u0026amp; Agent Success. \u003c/span\u003e\u003c/b\u003e\u003cspan style=\\\color:black\\\\u003e\u0026nbsp;Responsible for the delivery of proactive customer \u0026amp; agent success operations.\u003cspan class=\\\msoDel\\\ style=\\\text-decoration:line-through\\\\u003e\u003cspan style=\\\color:red\\\\u003e\u003cdel cite=\\\mailto:James, Ryckeda\\\ datetime=\\\2021-07-20T16:07\\\\u003e,\u003c/del\u003e\u003c/span\u003e\u003c/span\u003e\u003cspan class=\\\msoIns\\\ style=\\\text-decoration:underline\\\\u003e\u003cspan style=\\\color:teal\\\\u003e\u003cins cite=\\\mailto:James, Ryckeda\\\ datetime=\\\2021-07-20T16:07\\\\u003e \u003c/ins\u003e\u003c/span\u003e\u003c/span\u003eUtilizing learnings and proactive measures to identify successful satisfaction and retention strategies. Partner with customer experience leaders to develop strategies that build awareness around those concerns. Serves as the point of contact for leaders, cross-functional teams, and vendors to identify, implement and track KPI’s. \u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:106%\\\\u003e\u003cb\u003eTechnology \u0026amp; Systems.\u003c/b\u003e Collaborate with leadership and stakeholders across the product team in technology, systems, and data to build integrations necessary to ensure efficient scaling of the program. Support the implementation of program tools including analyzing business needs and identifying requirements, user testing, and communication of enhancements / new features.\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:105%\\\\u003e\u003cb\u003e\u003cspan style=\\\color:black\\\\u003eCross-Functional Alignment.\u003c/span\u003e\u003c/b\u003e\u003cspan style=\\\color:black\\\\u003e Responsible for facilitating alignment across teams and leadership, including partnering with Director to develop engagement activities, and problem solving on questions and concerns that arise.\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli style=\\\margin-bottom:11px; margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003e\u003cb\u003eVOC Implementation and Analysis.\u003c/b\u003e Work with program team to collect, quantify and communicate service-related challenges to be considered in program design and engineering in future development. Translate qualified user insights into service solutions.\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003c/ul\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003e\u003cb\u003e\u003cspan style=\\\line-height:107%\\\\u003eMinimum Qualifications:\u003c/span\u003e\u003c/b\u003e\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003cul\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eMinimum of 5 years relevant experience in operations or business development\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eStrong problem-solving skills and the ability to design, structure, and lead projects\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eExcels at building relationships with internal stakeholders and external partners; ability to effectively interface with and influence executive levels\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eMust be able to operate well under ambiguity, have a desire to grow, and respond well to feedback\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eStrong knowledge of project management methodologies\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eExcellent oral and written communication and presentation skills \u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eAbility to travel up to 10% of the time (once travel is safe again)\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003c/ul\u003e\u003cbr\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003e\u003cb\u003e\u003cspan style=\\\line-height:107%\\\\u003ePreferred Qualifications:\u003c/span\u003e\u003c/b\u003e\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003cul\u003e\u003cli style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eReal Estate experience \u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cspan style=\\\line-height:107%\\\\u003eExperience excelling in a highly matrixed environment with ability to work across multiple business units\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003c/ul\u003e\u003cbr\u003e\u003cbr\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cb\u003e\u003cu\u003eThe RealSure Solution\u003c/u\u003e\u003c/b\u003e\u003cbr\u003eNow more than ever, people are looking for flexibility and control when going through the home selling and buying process.\u003cbr\u003e\u003cbr\u003eLaunched in October 2019 and now in rapid expansion, \u003cb\u003eRealSure\u003c/b\u003e was created by Realogy, the company behind the world’s most recognized residential real estate brands, and Home Partners of America (HPA), a company committed to making homeownership a reality for more people, to bring a revolutionary new way for consumers to sell and buy homes with confidence.\u003cbr\u003e\u0026nbsp;\u003cbr\u003eThe RealSure products have been designed to fully solve for dilemmas consumers most often have when selling their home in today’s competitive market including:\u003c/span\u003e\u003c/span\u003e\u003cul\u003e\u003cli class=\\\xx\\\ style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eselling their home for the best price\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli class=\\\xx\\\ style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003ehaving to wait to look for their next home until their current home sells\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli class=\\\xx\\\ style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003ebeing a competitive buyer when there is strong homebuyer demand. \u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003c/ul\u003e\u003cbr\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eCombined with the expert guidance of a real estate agent affiliated with one of Realogy’s well-known brands, which include Better Homes and Gardens® Real Estate, Century 21®, Coldwell Banker, Corcoran, ERA®, and Sotheby’s International Realty®, RealSure offers innovative consumer solutions with two differentiated cash offer products:\u003c/span\u003e\u003c/span\u003e\u003cbr\u003e\u0026nbsp;\u003cul\u003e\u003cli class=\\\xx\\\ style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cb\u003e\u003cspan lang=\\\EN\\\\u003eRealSure Sell\u003c/span\u003e\u003c/b\u003e\u003cspan lang=\\\EN\\\\u003e gives RealSure home sellers the certainty of a 45-day cash offer while they work with a trusted real estate agent to market their home for an even better offer to maximize the value of their current home.\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli class=\\\xx\\\ style=\\\margin-left:8px\\\\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cb\u003e\u003cspan lang=\\\EN\\\\u003eRealSure Buy\u003c/span\u003e\u003c/b\u003e\u003cspan lang=\\\EN\\\\u003e positions RealSure sellers to enhance their ability to purchase and move into a new home they love with ease whether they accept the RealSure Cash Offer or a third-party offer.\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003c/ul\u003e\u003cbr\u003e#LI-CH1\u003cbr\u003e#LI-Remote\,\hiringOrganization\:{
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Company info

Realogy Holdings Corp
Website : https://www.realogy.com/

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