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
- *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.
Must be in office for all scheduled working days that fall on Monday, Tuesday, Thursday and Friday.
- *Wednesdays are optional but not required
