Director, Onboarding (Brokers & Agents)

Description

As the Director, Onboarding at REMAX, you will hold the pivotal role of orchestrating success and growth for a team of dedicated Onboarding professionals. Your mission is to spearhead the development and implementation of a highly efficient, repeatable methodology that champions our most crucial client relationships. You won't just lead; you'll be the architect of transformative experiences, serving as the strategic linchpin within our organization and the "trusted advisor" to our membership. You'll work to elevate the rapport between our cherished customers and REMAX teams, ultimately transforming it into a robust strategic partnership.

• Take ownership of key metrics for your team, including adoption rates, churn/production data, customer satisfaction, NPS, and employee satisfaction, and propose improvements to your team's organizational structure, aiming to achieve operational excellence.
• Continuously craft and communicate the vision of a world-class experience to create lasting impressions and implement a company-wide customer feedback loop, ensuring product teams and regional development teams are in lock-step with customer needs.
• Lead cross-functionally to drive overall customer success and clarify ownership for each part of the customer journey, while gathering feedback from other departments and advocating for process improvements.
• Take the lead in defining and optimizing the customer journey and foster a culture of Customer Success throughout the vertical, while ensuring alignment with Regional Development, product teams, and outside vendors.
• Enhance and maintain standard presentation materials that will equip your teams for executing effective lifecycle strategies and establish performance expectations with the teams.
• Continuously communicate metrics to your team and report on these metrics each week, maintaining a culture of massive customer delight.
• Proactively identify opportunities for continuous improvement and become an expert in change management, coaching team members and leaders how to be effective in change management as well.
• Find ways for team members to deeply understand customer objectives and define their involvement at their introduction to showcase and deliver the value and ROI to customers effectively.
• Oversee and manage the entire customer lifecycle, which includes defining and overseeing various touch points, such as the franchise sales technology component, technology onboarding process, QBR Tech process with owners, and office goal setting initiatives, while aligning with company adoption goals and strategies.
• Begin to help the team standardize Success Plans to suit different customer segments, ensuring a structured approach to customer success.
• Lead multiple teams at RE/MAX, including but not limited to the Technology Onboarding Team, US Customer Success team and Canada Customer Success Team

Requirements

• :Ability to encourage an atmosphere of trust, openness and communication by working closely with both internal teams and customers on establishing clear, shared objectives during the course of the customer relationship
• .Strong customer facing experience
• .Proven management experience leading teams in delivering solutions to diverse business problems
• .Experience documenting and optimizing business processes
• sAbility to work collaboratively with customers and peers across the organization on a daily basis and to work with teams who have been tasked with producing other work products based on their team’s deliverables
• .Proven ability to build, maintain, and grow an effectively functioning team
• .Strong analytical skills and experience
• .Proven ability to engage in critical conversations with senior executive leadership
• teWoman at RE/M
• .Strong communication and leadership skills to establish a common understanding of delivery expectation

Benefits

e:$88,000 - $115,0

00Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibilit

• amM.O.R.E. Events offered in-person and virtual
• ceMedical Health support progr
• chAnnual bonus/merit opportuni
• tsRetirement plans with optimal company mat
• y.Competitive Medical, Dental, and Vision benefi

Training + Development

Interview process

Visa Sponsorship

Security clearance