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Opendoor · 1 day ago

Associate Manager, Customer Experience Advocate

Miami, Florida, United States

Full-time

Onsite

Mid, Senior Level

2+ years exp

Opendoor is a company dedicated to transforming the homeownership experience. As an Associate Manager of Customer Experience Advocates, you will lead a team to ensure exceptional support and satisfaction for customers while fostering a culture of accountability and excellence.

MarketplaceProperty DevelopmentProperty ManagementPropTechReal Estate

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