Sr. Manager, Customer Experience

About Homeward

Homeward aims to take the “what ifs” out of homebuying by creating financial products that buyers and sellers use to get certainty and convenience in the real estate market. We’re a fast-paced, remote-first, real estate start-up that partners with agents to offer innovative products and services, helping clients buy with cash, sell with certainty, and time their move — no matter the market. We offer bundled services across offers, Mortgage, and Title, making buying a home more seamless. 

Founder and CEO Tim Heyl, a 10-year industry veteran and owner of one of the fastest-growing agent teams in the country, started Homeward in 2018. In fact, he bought our first customer’s home with his own life savings. Today we offer four services -- Buy with Cash, Buy Before You Sell, Sell Before You List, and Backed by Cash, in the 7 states we serve -- Texas, Georgia, Florida, Colorado, Arizona, Oregon, and Washington.

As a remote company, we anchor to our three core values as a collective way to care for each other, represent our work, and reinforce our mission to make homebuying more accessible for all. Those are: The Golden Rule, One Team One Dream, and Calm Focus. Hear from our employees about what our values mean to them

About the role:

The Senior Manager of Customer Experience manages all of the Homebuying Customer Experience Teams at Homeward. This role will be directly responsible for implementing and tracking the KPIs, quality, and turn time metrics for these teams.  

The role will include collaboration with Sales, Transaction Operations, Financial Product, & Technology teams to ensure we deliver excellent fulfillment experiences for all Homeward products on which this team works. This role will own the performance management and development of the roles within this department including skills like customer service, communication, Real Estate acumen across multiple states, detailed contract management, and more. This role will also partner closely with Title and Mortgage leadership to ensure the teams are working together seamlessly. This role manages teams that are key advocates of the Customer and their Agent. Managing deliverables, expectations, and being a constant guide for both the Customer and Agent through the customer journey is a tall order, but critical for the Customer’s success. This person will ensure our Customer and their Agent know what needs to happen and will partner in problem solving any challenges that arise along the home buying process. 

In this role, you will:

• Manage and upskill the Transaction Success and Support Team Leads to ensure a quality customer experience.
• Assist in and coordinate the ongoing training efforts for transaction experience team members
• Collaborate with functional leaders within Homeward’s sales, operations, mortgage, finance, and product teams to develop a fully integrated transaction management and closing experience
• Maintain in-depth knowledge of company products, services, and policies, effectively communicating updates to team members.
• Design and implement processes, procedures, and systems architecture to meet business needs.
• Create reports and dashboards within Salesforce for team and management use, monitoring key metrics and identifying areas for improvement.
• Ensure team members are trained to review every request accurately and efficiently, in alignment with Homeward’s terms and requirements.
• Facilitate Team Leads in supporting frontline teams to maintain a delicate balance between company risk management and consistently delivering exceptional customer and agent experiences throughout the transaction.
• Develop and oversee the crafting of communication strategies and scripts utilized by the Transaction Success And Support teams. Ensure alignment with company messaging and values, and provide final sign-off on all communication materials. Monitor the effectiveness of communication methods and adjust strategies as needed to optimize customer engagement and satisfaction.
• Craft solutions for change management with cross-functional alignment.
• Take full ownership of key performance indicators and prioritizing customer experience (NPS) and on time cash closings
• Recruit, develop and retain team members, to scale a best in class functional area of full-time and contract employees in an effort to maximize profitability
• Provide detailed, insightful feedback to our Product team on the customer experience with Homeward ensuring we keep the customer at the center of our solutions
• Be comfortable working in ambiguity and shifting priorities 

What you’ll bring: 

• 5+ years of management experience
• 8+ years of real es