Customer Experience Advocate Associate Manager, Opendoor
More information about location
4-5 days a week in office
End-to-end online platform for selling and buying homes
Be an early applicant
End-to-end online platform for selling and buying homes
1001+ employees
Be an early applicant
More information about location
4-5 days a week in office
1001+ employees
Company mission
To power life's progress one move at a time.
Role
Who you are
- We’re looking for someone with the right blend of natural leadership, builder mentality, operator mindset and problem solving ability
- Minimum 2+ years of management experience with direct reports
- 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
What the job involves
- This is an opportunity to cultivate and lead an impactful team of Experience Advocates
- The Experience Advocate (XA) 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
- This role is based out of our Miami office and will report to the Senior Customer Experience Manager
- 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
Our take
Opendoor makes selling homes easy and stress-free by cutting out the prolonged processing time usually involved with a sale. Sellers can offload a house quickly and easily to the company for cash and a 6-9% fee. Currently operating in a growing number of markets nationwide, Opendoor has chimed well with millennials who gel quickly with online businesses that offer solutions to problems they encounter.
This buying and selling model doesn't come without risk. The longer Opendoor keeps a property, the lower its profit margin. However, Opendoor's performance has been anything but disappointing; it went public in 2021, with its pre-SPAC merger presentation calling for $3.5 billion in revenue. Its actual revenue trounced it, coming in at $8 billion - more than double its estimate.
Opendoor's largest competitor Zillow dropped out of the space in late 2021 because it struggled to price the homes it acquired accurately. Opendoor's closest remaining competitor is Offerpad, which does just a fraction of the transaction volume that Opendoor does. With strong earnings coming out of 2024, if Opendoor can continue to ride on this success long term it will have an enormous lead on existing and future competitors, giving it a shot to become the overwhelming market leader.
Steph
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2019
$300m
SERIES F
Sep 2018
$400m
SERIES F
Total funding: $1.5bn
Company benefits
- Save for tomorrow: Select our Pre-tax or Roth 401k plans to save towards retirement
- Healthy healthcare: Medical, dental and vision is 100% covered for employees
- Family planning: We offer specialty programs like Carrot, Cleo & Ginger
- Flexible vacation: Most of our team take at least 20 days off per year to decompress and be their best
- Resource groups: Join the group that works for you
- Income protection: 100% company sponsored: life insurance short term and long term disability
- Other: Flexible spending account, commuter benefit, employee assistance programs, and paid parental leave
Company HQ
Financial District, San Francisco, CA
Leadership
Carrie Wheeler
(CEO)Initially joined Opendoor in 2019 as a Board Member, before becoming the CFO in 2020 and CEO in 2022. Previously a Partner and the Head of Retail and COnsumer Investing at TPG Capital as well as an Analyst at Goldman Sachs.
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