About EmpowerHome Services EmpowerHome Services exists to deliver world-class operational support and service excellence to EmpowerHome Team agents and clients across the country. Our mission is to provide an unmatched customer experience while ensuring our agents are fully supported to do what they do best, help families buy and sell homes. Position Overview We are seeking a dynamic and strategic Director of Service Operations to lead and scale our Transaction Coordination, Listing Management departments, and Tracking team. This high-impact leader will ensure our systems, processes, and service standards deliver at the level expected of one of the fastest-growing real estate teams in the country. You’ll drive communication excellence, CRM adoption and accuracy, and key performance improvements across the service experience. You will play a vital role in connecting the dots between service, operations, tech, and sales, because at EmpowerHome, there’s no such thing as “that’s not my job.” Preferred Traits • Licensed (or previously licensed) in real estate is a plus • Multi-location or expansion market experience is a strong asset • Skilled in cross-functional project management and operational rollouts Base Salary Range $80,000 – $100,000 base salary (depending on experience) Bonus or Incentive Structure Performance and accountability tied to clear KPIs. Possible options: • Quarterly Performance Bonus: • 10–20% of base, tied to the following metrics: • Increase in Communication from TC and Listing Management Department to clients • Increase in % of listings that go on the market, and/or % of listings that go under contract • Increase our under-contract to closing rate • Increase in 5 Star Reviews Responsibilities: Strategic Leadership • Own the vision, execution, and accountability for Listing Management, Transaction Coordination, and Tracking teams. • Lead with heart and mind, setting standards that reflect EmpowerHome’s values of service, ownership, and excellence. • Collaborate with Executive Leadership to align operational performance with company growth and long-term strategic goals. • Help design and enforce SOPs, workflows, and accountability systems that drive efficiency and consistency across all markets. Department Management • Hire, lead, and coach managers/supervisors within the department, ensuring clear expectations and continual performance growth. • Set service-level goals and KPIs tied to Service Level Agreements, proactively identifying and addressing gaps. • Audit team workloads and staffing needs to ensure support is scalable across regions and seasons. CRM & Metrics Accountability • Lead adoption and enforcement of our CRM tools (Salesforce, CTE, etc.)—ensuring teams understand how each action impacts projections, revenue forecasting, and performance goals. • Drive daily accountability to key performance ratios such as: • Listings Signed → On Market Rate • On Market → Under Contract Rate • Under Contract → Close Rate • Partner with sales and marketing leaders to ensure clean and consistent data that reflects agent activity and business progress. • Build alignment between CRM use and coaching, ensuring agents understand the “why” and the “win” behind proper tracking. Agent & Client Experience • Train and enforce EmpowerHome’s gold-standard service and communication expectations. • Develop agent-facing education and scripting to explain timelines, service handoffs, and expectations. • Act as an escalation point for high-stakes concerns, resolving with professionalism, empathy, and clarity. Cross-Functional Collaboration • Serve as a connector across the Executive Leadership Team —ensuring marketing, sales, and ops are aligned around listings and closings. • Support tech-related operational improvements, advising on system upgrades or process automations that elevate performance. Qualifications: • 5+ years of experience in real estate operations or client services (2+ in leadership) • Demonstrated success leading in a fast-paced, high-volume, team-driven environment • Deep knowledge of real estate transaction timelines, contracts, and listing requirements • Confident with Salesforce, CTE, G-suite, Docusign, or comparable CRM and transaction platforms • Exceptional communicator and coach with a high EQ and proactive leadership style • Obsessed with process improvement, agent empowerment, and service excellence Compensation: $80,000 – $100,000 + Bonus

• Strategic Leadership • Own the vision, execution, and accountability for Listing Management, Transaction Coordination, and Tracking teams. • Lead with heart and mind, setting standards that reflect EmpowerHome’s values of service, ownership, and excellence. • Collaborate with Executive Leadership to align operational performance with company growth and long-term strategic goals. • Help design and enforce SOPs, workflows, and accountability systems that drive efficiency and consistency across all markets.Department Management • Hire, lead, and coach managers/supervisors within the department, ensuring clear expectations and continual performance growth. • Set service-level goals and KPIs tied to Service Level Agreements, proactively identifying and addressing gaps. • Audit team workloads and staffing needs to ensure support is scalable across regions and seasons.CRM & Metrics Accountability • Lead adoption and enforcement of our CRM tools (Salesforce, CTE, etc.)—ensuring teams understand how each action impacts projections, revenue forecasting, and performance goals. • Drive daily accountability to key performance ratios such as: • Listings Signed → On Market Rate • On Market → Under Contract Rate • Under Contract → Close Rate • Partner with sales and marketing leaders to ensure clean and consistent data that reflects agent activity and business progress. • Build alignment between CRM use and coaching, ensuring agents understand the “why” and the “win” behind proper tracking.Agent & Client Experience • Train and enforce EmpowerHome’s gold-standard service and communication expectations. • Develop agent-facing education and scripting to explain timelines, service handoffs, and expectations. • Act as an escalation point for high-stakes concerns, resolving with professionalism, empathy, and clarity.Cross-Functional Collaboration • Serve as a connector across the Executive Leadership Team—ensuring marketing, sales, and ops are aligned around listings and closings. • Support tech-related operational improvements, advising on system upgrades or process automations that elevate performance. • Be a trusted go-to for other departments and never shy away from jumping in where needed.