The Sr Director, Affiliate Serviceis responsible for leading the team that onboards and ultimately services Corcoran Affiliates by developing systems to provide ongoing, high-touch, high-service experiences and help identify, develop and deliver, ways in which Corcoran Affiliates can flourish and grow under the brand. This role works closely with Affiliate leadership and across Corcoran business units, including Performance & Growth (recruiting and revenue generation), Operations, Marketing, Tech, Learning and Brokerage teams to ensure Corcoran Affiliates leverage all appropriate tools and resources and represent the brand appropriately.The Sr. Director, Affiliate Service role must demonstrate business acumen, strategic thinking and ability to develop and lead those that are on the front-lines, providing service every day.Our ideal candidate will be based in or near the New York, or another major market that Corcoran operates in.Key Responsibilities:Service and Performance & Growth:Oversee field Service directors and Transitions, ensuring Service remains high-touch and high-value, consistently proactive and leveraging Corcoran and Anywhere tools (such as Affiliate Insights) to remain on top of their growth plans, and their engagement with our value prop.Lead Performance & Growth function, helping to evolve how we help our Affiliates be more profitable, to include recruiting, as well as PreDev, Anywhere products and services, and ancillary benefits such as Upward Title and JV Mortgage opportunities.Leads those that serve as the main, day-to-day contact for all domestic and international Corcoran Affiliates.Understands Affiliates growth goals, productivity, and profitability and develops ways for the team to proactively engaging them with the appropriate teams to support those goals.Leads Performance & Growth to ensure Affiliates are not only retaining their agents, but growing and profitable – through leveraging our value proposition.Ensure team is positioning to support Affiliates recruiting and growth efforts by coordinating transition and training support for significant agent onboarding (M&A's, team roll-in's)Develops systems to proactively facilitate P&L collection and review, to ensure Affiliates are maintaining a healthy business and that their efforts are strategic and in-line with similar markets and Affiliates across the Corcoran network.Ensure the team serves as the "voice of the customer" to ID feature upgrades, resource needs and gaps in value prop.As needed, assists with management of tasks; broker training, opening strategy, brand transformation, and continued post-open support/training, both virtual and in-person.Provides regular assessment, analysis and monthly reporting of affiliate's performance and brand engagement (reports, "Get Featured," brand platforms, training, and events) and generally maintains a pulse on the health of the book of business.Leads development and implementation of a tailored annual plan to support the affiliate's goals – establish clear expectations of minimum number of annual in-person engagements, to include attendance of brand events/training and utilizing brand tools (Daily dash/BI) to support and track progress.Regularly communicate areas of success, opportunity, and deficiencies with Affiliate and brand.Track KPI's and monitoring for potential signs of operational distress and proactively mobilizing resources, as soon as distress is recognized.Identify opportunities within the affiliate's organization to source and suggest appropriate features or training within our value proposition to maximize organizational performance and brand engagement.Provide monthly, quarterly comprehensive reports and reviews of each affiliate.Promotes and participates in regular webinars, networking calls and events to support Affiliate needs and "connect the dots" based on each Affiliate's culture, company and needs.Plays a role in maintaining the integrity of the brand and enforcing compliance with the Identity standards manual and policies and procedures.Attend brand and industry events as needed.Qualifications:8 - 10 years customer service, account management, franchising, consulting, brokerage operations or related experienceA solid understanding of the residential real estate brokerage business; preferably having experience working in a brokerage or for a franchisorDemonstrated ability to lead a team, and adjust to an ever-changing environmentStrong critical thinking skills, ability to work independently, and be a team memberStrong time management skills, detail oriented with excellent multi-tasking skillsExcellent communication, organizational, interpersonal and presentation skills with the ability to build strong professional relationshipsAbility to create PowerPoint presentations and be a strong speaker/presenterAbility to take initiative and be proactiveExcellent technology skills, including MS Excel, PowerPoint and other web-based applicationsPossess an extraordinary passion for providing customer service beyond our Affiliates' expectations combined with excellent influencing and collaboration skillsStrong financial acumen with budgeting, P&L's, and planningGraduate Degree in Business or other equivalent field preferred, but not requiredAbility to travel up to 20%#LI-JG1Exciting News:EEO Statement:EOE AA M/F/Vet/DisabilityCompensation Range:$150,000 - $170,000; At Anywhere, actual compensation within that range will be dependent upon the individual's skills, experience, and qualifications.
