Associate Manager, Customer Experience Specialist

This is an opportunity to cultivate and lead an impactful team of Customer Experience Specialists . The Customer Experience Specialist team takes pride in delivering exceptional support and a world-class experience to thousands of customers each day. They play a vital role in every aspect of Opendoor’s operations—supporting customers through one of the most meaningful financial decisions of their lives. As an Experience Advocate Associate Manager you will deliver hands-on coaching and development while also maintaining a relentless focus on improving the experience for the thousands of customers (agents, buyers, sellers, neighbors among others) that we serve on a weekly basis. We’re looking for someone with the right blend of natural leadership, builder mentality, operator mindset and problem solving ability.

• →

  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.

• 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

• 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.

Our compensation plan consists of a base salary and a comprehensive package of benefits including paid time off, paid holidays, medical/dental/vision insurance, basic life insurance, and 401(k) to eligible employees.  All compensation parameters are based on experience.