Concierge Elite Manager at Realtor.com®

Are you an expert in People Development with a talent for high-stakes coaching? Are you ready to lead a sophisticated team that serves as the white-glove bridge between premium home shoppers and elite real estate professionals? If you thrive on turning high-level strategy into flawless execution while helping grow an innovative real estate tech giant, this is the place for you. Join us as our newest Concierge Elite Manager and help redefine the premium real estate experience, one home at a time.

The Concierge Elite Manager (CEM) position is responsible for developing, leading, counseling, motivating and managing a team of 12–18 Concierge Elite Representatives (CERs) to achieve goals and quota by delivering superior, white-glove service and resolution to Realtor.com®’s premium Market VIP / RealPro Select consumers and customers. The CEM is responsible for providing the necessary tools, information, structure, and coaching for CERs to be successful in a high-expectation, high-performance environment. 

Top Reasons to Apply:

• Lead the "Elite" Standard: You aren't just managing a team; you are overseeing a premium segment where the bar for quality, speed, and professionalism is at its highest. You will lead a high-performance team of 12–18 Representatives, acting as the guardian of a "white-glove" consumer experience.
• Be a Master Coach: Your primary mission is to take high-caliber talent and make them even better. You will use your high EQ and strategic mindset to motivate a team of experienced professionals, finding the nuances in their performance to help them achieve the absolute best work of their careers. 
• Critical Thinking & Initiative Ownership: This isn't just a "follow the manual" role. You will be expected to own the performance of your team by identifying gaps and executing initiatives to bridge them. We are looking for a leader who utilizes data and critical thinking to solve complex problems on the fly and improve the overall quality of our elite operations.

What You’ll Do:

• Directly manage and develop a team of 15–18 Concierge Elite Representatives into successful, productive, and highly accountable performers who consistently meet or exceed performance measures for the MVIP / RealPro Select business.
• Drive CER dials and activities while maintaining a high standard for quality and adherence to the Concierge Elite Quality Policy and Rules of Engagement.
• Coach CERs on quality, tone, script/OneVoice adherence, objection handling, and customer service abilities through regular call monitoring, call breakdowns, 1-on-1s, and performance management with ongoing training.
• Serve as a steward of the scripts, OneVoice flows, Sales, and Quality processes and coach and manage CERs accordingly to develop them, drive productivity, and ensure all requirements are understood and followed across the team.
• Proactively identify opportunities for corrective action and counsel, discipline, and administer warnings to CERs when policy, quality, attendance, or performance guidelines are not met, partnering with HR as appropriate.
• Manage CER attendance, time-off requests, overtime accrual, and schedules; communicate guidelines and expectations for company and department policies, including CE-specific processes such as shift swaps and make-up time where applicable.
• Own schedule coverage and capacity for assigned pods, partnering with Analytics and Operations to align coverage with forecasted demand, identify gaps, and take action (e.g., shift swaps, OT, schedule adjustments) to protect service levels.
• Facilitate team meetings and huddles to discuss daily operations, performance, key initiatives, and quality themes, and to provide motivation, clarity, and encouragement.
• Conduct recurring 1-on-1 meetings and structured performance conversations with each CER on your team, including goal setting, KPI review, development planning, and follow-up on prior commitments.
• Monitor CER system usage (e.g., Focus Fire, OneVoice, quality tools, SMS, routing flags) and provide coaching for compliance with best practices, policies, quality standards, and Rules of Engagement.
• Collaborate with Quality to understand emergent trends, quality opportunities, and Zero Tolerance risks; implement best practices, coaching plans, and, when needed, corrective actions to protect consumers, customers, and Realtor.com®.
• Collaborate with Training and Enablement to facilitate a successful transition from RCC into Concierge Elite, and for new CE classes, ensuring CERs have clear training plans, ramp expectations, and support.
• Partner with Analytics, Product, and cross-functional leaders to test and roll out initiatives that improve performance and customer experience (e.g., contests, compensation changes, routing changes, quality policy updates).
• Interview prospective CER candidates and assess the necessary skills, behaviors, and values that align with the Concierge Elite role and the Realtor.com® culture; participate in selection decisions and onboarding.
• Collaborate with other Concierge Elite Managers and Consumer Success leaders to creatively foster a fun, inclusive, and high-performance work environment that supports engagement, retention, and growth.
• Provide reports and/or assessments of CER performance, attendance, development, achievements, and risks as requested for business reviews, calibration, and planning.

What You’ll Bring:

• A minimum of 3 years of people management experience, ideally in a call center, sales, or high-volume customer success environment; experience leading premium or advanced teams is strongly preferred.
• Experience successfully managing and leading in a remote/virtual or hybrid environment.
• Experience tracking, measuring and holding teams accountable to defined KPIs
• Ability to work and influence decisions cross functionally and within Sr. leadership
• Ability to work as an individual contributor and as part of a team
• Ability to exercise independent judgment and discretion in performing duties
• Ability to be a self-starter and utilize proactive approach to achieve results
• Superior time management and prioritization in an atmosphere of multiple, shifting priorities and
• deadline pressures.
• Excellent problem solving and troubleshooting skills
• Flexible schedule and strong sense of urgency
• Exceptional communication skills, both verbal and written
• Knowledge of, and or previous experience with Microsoft office, G Suite (gmail, google calendar, docs etc.)
• Bachelor's Degree Preferred

How We Work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

How We Reward You:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location