Director, Onboarding; Brokers & Agents

Join to apply for the Director, Onboarding (Brokers & Agents) role at REMAX.

This role is part of REMAX's commitment to delivering exceptional onboarding experiences to our brokers and agents.

$88,000.00/yr - $/yr

Actual compensation offered to the candidate will be finalized at offer and may be above or below the posted range based on 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 eligibility.

• Lead multiple teams at RE/MAX, including the Technology Onboarding Team, US Customer Success team and Canada Customer Success Team.
• Define and optimize the customer journey and foster a culture of Customer Success throughout the vertical, aligning with Regional Development, product teams, and outside vendors.
• Communicate the vision of a world-class experience to create lasting impressions and implement a company-wide customer feedback loop.
• Help the team standardize Success Plans for different customer segments.
• Oversee the entire customer lifecycle, including touch points such as franchise sales technology component, technology onboarding process, Q  Tech process, and office goal-setting initiatives.
• Enhance and maintain presentation materials that equip teams for effective lifecycle strategies and performance expectations.
• Identify opportunities for continuous improvement and become a change-management expert, coaching team members and leaders.
• Deeply understand customer objectives and define team involvement to deliver value and ROI.
• Lead cross-functionally to drive overall customer success and clarify ownership throughout the customer journey.
• Own key metrics: adoption rates, churn/production data, customer satisfaction, NPS, and employee satisfaction, and propose improvements for operational excellence.
• Communicate metrics to the team and report them weekly, maintaining a culture of customer delight.

• Ability to encourage an atmosphere of trust, openness, and communication by working closely with internal teams and customers.
• Strong analytical skills.
• Strong communication and leadership skills to establish a common understanding of delivery expectations.
• Ability to collaborate with customers and peers across the organization on a daily basis.
• Proven ability to build, maintain, and grow a high-performing team.
• Proven management experience leading teams in delivering solutions to diverse business problems.
• Experience documenting and optimizing business processes.
• Proven ability to engage in critical conversations with senior executive leadership.
• Strong customer-facing experience.

• Competitive Medical, Dental, and Vision benefits.
• Retirement plans with optimal company match.
• Annual bonus/merit opportunity.
• Educational assistance.
• Medical Health support program.
• M.O.R.E. Events offered in-person and virtual.
• Mentorship program.
• Employee Resource Group.
• Community Engagement.
• Diversity, Equity, and Inclusion initiatives.
• Parenting support.
• Remotely women at RE/MAX.

RE/MAX Holdings, Inc. is proudly headquartered in Denver, Colorado. Certain roles may be location specific; however, in addition to Colorado, we welcome qualified candidates in the following states:
Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas.

RE/MAX Holdings, Inc. is a proud equal-opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job, or other legally protected categories. All persons shall be afforded equal employment opportunity.

Director

Full-time

Customer Service, General Business, and Training

Real Estate, Financial Services, and Business Consulting and Services