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Opendoor is building the modern system of homeownership, enabling people to buy and sell homes on their own terms through an end-to-end online platform. This role leads a team of Customer Experience Specialists (called Experience Advocates) who support thousands of customers—agents, buyers, sellers, and neighbors—through critical moments in their homeownership journey.
As Manager of Customer Experience, you will lead and develop a team of Experience Advocates, ensuring consistent delivery of exceptional support across multiple communication channels. Your responsibilities include:
• Lead and manage the XA team to meet or exceed quality, responsiveness, and customer satisfaction metrics
• Build and sustain a high-engagement, in-person team culture grounded in trust, direct feedback, and shared commitment to eliminating customer issues
• Continuously coach and develop team members by reviewing customer interactions and elevating performance toward world-class service standards
• Maintain deep expertise in XA metrics, monitoring daily and weekly performance, identifying trends, and driving corrective action through effective coaching
• Actively manage staffing coverage and workload distribution 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 and resolve complex customer issues
• Inspire a culture of urgency, accountability, and execution excellence
• Role model Opendoor principles and team values in all interactions
• Recognize and celebrate individual and team successes to foster motivation and retention
You will report to the Senior Customer Experience Manager and work from the Tempe, Arizona office. This is a hands-on leadership role requiring a blend of natural leadership, builder mentality, operator mindset, and strong problem-solving ability.
