Manager, Agent Enablement & Operations

Manager, Agent Enablement & Operations 

Remote, USA (EST or CST) 

About SERHANT. 

In S.MPLE where we’re transforming real estate through AI-driven support combined with human expertise. Our innovative approach delivers a one-of-a-kind product, empowering agents to complete tasks faster and more seamlessly, helping them reclaim valuable time to focus on what matters most. 

About the Role 

We are seeking a highly organized, operations-minded Manager, Agent Enablement & Operations to join our growing S.MPLE Department. This role serves as the bridge between strategy and execution, overseeing a team of Advisors across multiple workstreams within the department. The ideal candidate thrives in fast-paced, evolving environments and is passionate about scaling systems, driving performance, and ensuring service excellence across a distributed team. 

Responsibilities 

• Lead day-to-day operations across assigned S.MPLE workstreams, ensuring consistent, high-quality service delivery. 

• Manage, coach, and develop Advisors across multiple specialties to achieve department KPIs and service level standards. 

• Partner with the Director of S.MPLE and team Leads to execute departmental strategy, refine processes, and implement efficiencies. 

• Oversee daily task assignment, turnaround time, and workflow optimization to ensure SLA compliance. 

• Conduct 1:1s, quality audits, and performance reviews with assigned Advisors to maintain excellence and accountability. 

• Track and report on key performance metrics including speed, accuracy, agent satisfaction, and repeat usage. 

• Collaborate cross-functionally with internal departments to maintain alignment on processes, systems, and service improvements. 

• Implement automation and AI tools to drive efficiencies and enhance the Advisor experience. 

• Act as the first line of escalation for team issues and agent service exceptions. 

• Support execution of new departmental initiatives, pilots, and process rollouts in collaboration with the Director. 

• Reinforce departmental culture of innovation, ownership, and operational excellence. 

• *The company reserves the right to add or change duties at any time. 

Qualifications 

• 5+ years of experience managing teams of 10+ in a fast-paced, service-oriented, or multi-functional environment. 

• 3+ years of experience in real estate operations or brokerage leadership. 

• Proven success scaling teams and improving operational efficiency through structure and accountability. 

• Demonstrated ability to manage performance, coach individuals, and uphold quality standards. 

• Experience implementing or managing workflows that leverage AI, automation, or digital platforms. 

• Strong comfort with CRM tools, project management systems, marketing platforms, and reporting dashboards. 

• Comfortable managing remote teams and supporting multiple time zones. 

Skills 

• Exceptional organizational and problem-solving skills with a data-driven mindset. 

• Excellent communication and interpersonal skills, with the ability to lead through influence. 

• Highly adaptable and proactive, with a solutions-first mindset and ability to thrive in ambiguity. 

• Operationally sharp with high attention to detail. 

• Results-driven, accountable, and motivated by clear metrics. 

• Empathetic and people-first in leadership approach. 

• Innovative and process-oriented, eager to optimize and evolve systems.