Associate Manager, Customer Experience Specialist

Описание вакансии

**About the Team**

This is an opportunity to cultivate and lead an impactful team of Experience Advocates. The Experience Advocate (XA) team takes pride in delivering exceptional support and a world-class experience to thousands of customers each day. They play a vital role in every aspect of Opendoor’s operations—supporting customers through one of the most meaningful financial decisions of their lives. As an Experience Advocate Associate Manager you will deliver hands-on coaching and development while also maintaining a relentless focus on improving the experience for the thousands of customers (agents, buyers, sellers, neighbors among others) that we serve on a weekly basis. We’re looking for someone with the right blend of natural leadership, builder mentality, operator mindset and problem solving ability.

This role is based out of our Miami office and will report to the Senior Customer Experience Manager.

**Role Responsibilities**

• Lead and manage a team of Experience Advocates (XAs) to consistently meet or exceed quality, responsiveness, and customer satisfaction metrics across multiple communication channels.
• Inspire a culture of urgency, accountability, and execution excellence, empowering team members to deliver fast, precise, and high-impact customer experiences.
• Build and sustain a high-engagement, in-person team culture grounded in openness, trust, direct feedback, and a shared commitment to identifying and eliminating customer defects.
• Role model Opendoor principles and XA team values in all interactions, setting a clear standard for professionalism, ownership, and customer advocacy.
• Recognize and celebrate individual and team successes, fostering motivation, retention, and a culture of appreciation across the organization.
• Continuously coach and develop team members, reviewing customer interactions to ensure alignment with company values and to elevate performance toward a world-class service standard.
• Maintain deep expertise in XA metrics, monitoring daily and weekly performance, identifying trends, spotting work avoidance, and driving corrective action through effective coaching and performance management.
• Actively manage staffing coverage and workload distribution, adjusting resources as needed to meet service demands and business priorities.
• Serve as an escalation leader and hands-on problem solver, working in the details daily to remove blockers, resolve complex customer issues, and ensure cross-team alignment.
• Proactively communicate with senior leaders, providing clear insights on performance, risks, and the customer impact of business decisions.
• Leverage customer insights to influence operational and product improvements, partnering closely with Operations and cross-functional teams to drive meaningful change.
• Maintain subject matter expertise across Opendoor offerings, participating in ongoing training, providing live support to the team, and handling inbound customer interactions as needed.
• Recruit, onboard, train, and coach new hires, accelerating ramp time and enabling team members to achieve their full potential.

**Role Requirements**

• Minimum 2+ years of management experience with direct reports.
• Must be in office for all scheduled working days that fall on Monday, Tuesday, Thursday and Friday.

+ \Wednesdays are optional but not required*

• Willingness to work on evenings, weekends and holidays.
• Available to work between the hours of 8:00am and 7:00pm EST.
• Model for what it means to be a leader - thoughtful, pursuit for the truth, deep desire to serve, decisive & solutions oriented.
• Strong communicator and team player with a desire to grow further.
• Committed continuous learner on real estate concepts, market dynamics, and Opendoor product offerings.
• Work well within a team setting to create and deliver our overall vision for the XA org.

Our compensation plan consists of a base salary and a comprehensive package of benefits including paid time off, paid holidays, medical/dental/vision insurance, basic life insurance, and 401(k) to eligible employees.  All compensation parameters are based on experience.

At Opendoor our mission is to tilt the world in favor of homeowners and those who aim to become one. Homeownership matters. It's how people build wealth, stability, and community. It's how families put down roots, how neighborhoods strengthen, how the future gets built. We're building the modern system of homeownership giving people the freedom to buy and sell on their own terms. We’ve built an end-to-end online experience that has already helped thousands of people and we’re just getting started.