We are one of the first all-remote companies with 2,000+ team members utilizing our virtual office called eXp world. This role is work-from-anywhere in the US or Central/Latin America.

Who is eXp?

Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things. Come join us!

Why join eXp's International Team?

At eXp Global, we’ve created an award-winning culture centered on strong core values and a people-first mentality. We're looking for people to help us change the lives of our employees, agents, and clients across the globe.

What you will do:

The CALA Regional Operations Manager will work closely with the eXp Global team to contribute to building out the operations processes required to support our brokerages, staff and agents in Asia Pacific, Central America and Latin America. This will be accomplished by working across departments to ensure that all formalized processes are documented and adhered to. Final document organization, review and approval must be executed by assessing the needs of agents abroad. It is imperative that the Regional Operations Manager provide documented solutions that will promote continuity and consistency across all regions.

A major responsibility of the CALA Regional Operations Manager will be new country implementation and agent services development. Two critical phases of new country and agent development are vital to success. First, the ROM will serve as the liaison between in-country teams and corporate teams to take a strategic role in meeting the needs of the in-country staff during the launch phase. Second, the ROM will take an active role in agent retention by ensuring full implementation of the revised agent retention strategy. The ideal candidate for this position is customer service oriented, self-motivated, and resourceful.

World-class customer service/experience is required for every interaction with strong problem-solving skills, empathy, and urgency to every engagement.

How you will make an impact:

• Collaborate with eXp Global team to ensure needs are met and staff is appropriately trained within existing and new countries
• Organize new country information required for launching with our website and CRM vendor.
• Coordinate with market brokers and internal teams on key information gathering for opening and for the growth and expansion of countries already opened
• Collect and analyze information and prepare presentations and reports as needed
• Calendar & Webinar coordination as needed
• Additional operational responsibilities as needed
• Serve as the centralized point of contact for new and existing in-country teams
• Facilitate regular meetings with in-country leadership team to identify needs and issues for new country launch
• Responsible for meeting the goals and objectives of the Global Operations team
• Work closely with the Global Operations team to deliver value to our in-country teams and agents
• Regularly review key performance indicators and proactively make contact with in-country teams to celebrate wins and assist in the implementation of improvement plans
• Recommend and participate in projects that add value to each country’s operations, business analysis, revenue, and agent growth
• Facilitate two-way communication between in-country and corporate leadership team
• Identify problem areas, devise and deliver solutions to enhance the quality of service and to prevent future problems
• Work with leadership to implement agent engagement strategy
• Collaborate with cross-functional teams to design, test, build, deploy and iterate on current processes, services and future products
• Train team members in necessary systems, process and products
• Report to leadership on the key results required to achieve objectives
• Provide updates and knowledge to the team as discovered and necessary
• Work on day-to-day tasks of the agent support process in eXp world or other tools as needed
• Identify training needs for team members and coordinate with assigned trainers for execution
• Collaborate with leadership and colleagues to support agent needs and build team culture
• Facilitate team meetings and updates
• Handle and resolve escalations as necessary
• Maintain knowledge of eXp systems, team structures/requirements, and agent resources

How you will grab our attention:

Education:

• BA, BS or relevant work experience required

Experience:

• Bilingual Spanish required
• 5+ years of relevant experience in the real estate industry with a focus on delivering a world-class customer service/experience
• Strong project management skills
• High volume, multi-task environment in real estate or relevant experience
• Ability to read and interpret documents including real estate contracts, leases, and settlement statements
• Highly adaptable, analytical and a clear-thinking problem solver
• A self-starter on individual projects and a contributing member on team projects with a “can do” attitude
• Excellent written, verbal, and organizational skills
• Strong organizational, prioritization and time management skills;
• Positive, trustworthy and dependable
• Ability to work remotely with no direct in-person supervision

eXp Realty is an equal employment opportunity 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.