Fulfillment - Associate Manager

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Job description

About Opendoor:

Founded in 2014, Opendoor's mission is to empower everyone with the freedom to move. We believe the traditional real estate process is broken and our goal is simple: build a digital, end-to-end customer experience that makes buying and selling a home simple, certain and fast. We have assembled a dedicated team with diverse backgrounds to support more than 100,000 homes bought and sold with us and the customers who have selected Opendoor as a trusted partner in handling one of their largest financial transactions. But the work is far from over as we continue to grow in new markets. Transforming the real estate industry takes tenacity and dedication. It takes problem solvers and builders. It takes a tight knit community of teammates doing the best work of their lives, pushing one another to transform a complicated process into a simple one. So where do you fit in? Whether you're passionate about real estate, people, numbers, words, code, or strategy we have a place for you. Real estate is broken. Come help us fix it.

This is an opportunity to nurture and lead an impactful team of Fulfillment Specialists through hands-on mentor and development while also maintaining a relentless focus on improving customer experience. 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 Phoenix office and will report to the Fulfillment Regional Manager.

As an Associate Fulfillment Manager, you will:

• Encourage & lead your team to act with the appropriate level of urgency, to hold themselves accountable, and to build and create a culture oriented toward outstanding execution with speed and precision in the service of our customers
• Manage a team of 8-10 Fulfillment Specialists passionate about meeting daring quality and responsiveness metrics across multiple communication channels
• Help build a culture where willingness to advise feedback and moving with vitality to root out customer defects is paramount
• Continuously mentor your team's customer interactions to stay aligned with things we value and raise the bar for what is possible in our evolving approach to outstanding service
• Proactively connect with senior leaders regarding business performance, the adverse impact of decisions on customers, and potential risks to the business
• Leverage insights gained from customer interactions to drive process and product improvements with our EPD teams
• Dive into the weeds with your team on a daily basis, removing blockers, handling escalations, and reporting up and across teams for alignment or additional resources.
• Supervise daily/weekly performance metrics and shift team coverage responsibilities as the need arises
• Help recruit, train, and mentor new hires to meet their full potential

Requirements:

• [Internal Applicant Requirements]
• Minimum 12 months tenure or prior management experience
• Willingness to work in the evenings.
• A rating of Meets Expectations from the most recent round of Blueprint feedback
• Model for what it means to be an authority - thoughtful, pursuit for the truth, deep desire to serve, critical & solutions-oriented.
• Strong communicator and team player with a desire to grow further.
• Requirements:
• 1+ years of management experience or team lead experience (in a support environment)
• High EQ and a knack for working well with different types of people you excel at situational awareness and building trust.
• Willing to roll up your sleeves and do "whatever it takes". You are hungry, have an immense work ethic, and are excited by results-oriented goals
• Obsession with customer delight and continually elevating customer experience standards
• Excellent project management skills with demonstrated ability to balance multiple projects and deadlines simultaneously
• Comfortable in a fast-paced, startup environment where roles and process continually shift as the company evolves
• Strong mentor mentality. You seek out daily opportunities to provide positive and critical feedback.
• Willingness to work on evenings, weekends, and holidays
• Passion for real estate

More About Us:

Want to learn more about us and how we are revolutionizing the home buying and selling process? Learn more about us on our website, check out our profile on The Muse to learn more about our culture from our team members, or read our blog posts to hear about the work we are doing.

We Offer the Following Benefits and Perks:

- Full medical, dental, and vision with optional 70% coverage for dependents

- Flexible vacation policy

- Generous parental leave

- Paid time off to volunteer

Please note that these benefits and perks are available only to Full Time team members and do not apply to contract roles.

Opendoor Values Openness:

Our team celebrates our diverse backgrounds. We believe that being open about who we are and what we do allows us to be better. Individuals seeking employment at Opendoor are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances. For California residents: for more information about the categories of personal information that we collect for recruiting purposes, please see our personnel Privacy Policy.