Agent Onboarding Manager

Real is a fast-growing national real estate brokerage powered by technology. Real is currently operating in all U.S. states, Canada, and the District of Columbia. Founded in 2014, Real is a trailblazer in the Residential Real Estate industry, as we lead the disruption with our cutting-edge technology platform. We are on a mission to revolutionize the home-buying and selling process, making agents' lives better while creating lucrative financial opportunities for them.

For more information, visit https://www.onereal.com/

Location: Remote - US. Candidates MUST be based in the US to be considered.

Job Summary:

We are seeking an Agent Onboarding Manager to lead our Agent Onboarding Specialist team within the Agent Experience team at Real. In this role, you’ll oversee the end-to-end onboarding process to ensure a smooth experience for agents as they are activated and set up in reZEN, our internal system. You’ll be responsible for building both centralized and local processes to streamline onboarding and provide top-notch support and guidance through your team at every step.

Duties/Responsibilities

• Agent Onboarding: Work with a team of Onboarding Specialists to deliver an incredible onboarding experience to incoming agents. Guide agents through the onboarding experience, using both automated and centralized (bulk email /text) tactics, as well as personal touches (meetings, check-ins, individualized emails and calls).

• Team Management: Manage a team of Onboarding Specialists to onboard agents with quality, consistency, and efficiency. Build a culture of continuous improvement across all teams. Work with the team to coach on best practices; assist where needed; and handle escalations.

• Outsource Management: Serve as key point-of-contact and escalation point for a team of onboarding specialists in India and Ukraine, who provide back-office support.

• Stakeholder Management: Serve as a key point of contact with our Broker team to make sure agents are fully onboarded in their State(s) during our onboarding processes; and state rules are documented in our onboarding procedures.

• Quality Management: Manage a team to ensure onboarding policies and procedures are followed consistently and accurately. Serve as an escalation point for tough questions.

• Reporting: Monitor the progress of agents during the onboarding process; as well as support interactions.

Required Skills/Abilities:

• Strong attention to detail

• Ability to prioritize and handle multiple tasks at once.

• Excellent verbal and written communication skills

• Ability to articulate complex real estate terminology and process updates in plain language to teams

• Excellent problem-solving skills; ability to troubleshoot, identify improvements, and make simple decisions independently.

• Strong team player with a results-driven approach who can work with limited guidance.

• The ability to work with sensitive and confidential information

Education and Experience:

• 8+ years of direct experience in roles Onboarding Real Estate Agents or similar job

• 5+ years of direct experience in people management roles

• Experience managing a queue/ticket-based system

• Real estate experience preferred

• Experience with standard software, such as G-SUITE, MS Office, Adobe Sign, ZenDesk, and Pipedrive (or other CRM)

Must-Have: Ability to truly encompass our Company Core Values

• Work Hard. Be Kind

• “We” are bigger than “me”

• Tech x Humanity

Physical Requirements:

• Sit for long periods of time

Real Broker LLC is proud to be an equal-opportunity workplace employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability, or any other characteristic protected by law.