Manager, Zillow Homes Advisors
▪ Collaborated with various business sectors to plan and launch Zillow Homes Brokerage in Eastern markets (GA, NC, SC, FL), managing 20-35 direct reports▪ Collaborated with learning and development, engineering, and product teams to create and implement new hire onboarding and training for 120 remote new hires across 25 markets▪ Created and implemented SOPs and best practices according to market and state regulations/needs derived from geographical analysis▪ Responsible for driving daily performance of cross-functional teams▪ Established and monitored service level agreements (SLAs) ensuring that customer inquiries were addressed within 10 minutes▪ Serve as point of contact for customer escalations and compliance issues▪ Created and implemented team goals and metrics aligned with customer satisfaction and business objectives▪ Coached team toward meeting or exceeding data driven KPIs and team metrics▪ Measured team goals and metrics against organizational goals and coached accordingly▪ Identified service level gaps and worked with senior management and stakeholders to address such gaps improving team metrics▪ Led monthly team meetings to recognize, motivate, and train team▪ Actively supported team development through one-on-one meetings, active call listening, and training as needed
