Director, Broker Services

Director, Broker ServicesThe Director of Broker Services will report to the National Vice President. This individual will support the efforts of the field leadership team and the Growth Consultants in the field, serving as a point person for all franchise-related operational issues. The Operations Director will oversee and streamline the operational activities that support ERA franchise owners, leadership, and Growth Consultants. This role is both strategic and hands-onensuring that processes, systems, and resources align with the brand's mission and vision. The ideal candidate is self-motivated, highly organized, collaborative, and experienced providing a high level of customer service.Responsibilities:Support National VP with resolution of franchisee issues, coordinating as necessary directly with franchisees and internal Anywhere departments (finance, legal, contract admin, collections, audit, litigation, etc.)Direct management and responsibility for the integration of the ERA Solutions Hub both from workflow and issue resolutions and through coaching, developing capabilities, accountability, and all aspects of performance managementDevelop a thorough understanding of all ERA and Anywhere based systems and platforms, including the data relationships and impacts on the customer experience.Liaison to Help Desk team and maintain SME on escalated tech concerns on tools and programs by ensuring franchisee issues are brought through help desk are reviewed weekly and open issues are escalated for resolutionBrand subject matter expert on DASH (internal franchisee CRM and reporting system), third party integrations, listing feeds, and data flowOversight of internal renewal process. When needed, to be the voice of the Brand with Anywhere shared service departments for in-depth deal term approvals.Create/support reporting frameworks and KPIs to track operational effectiveness and provide insights to leadership.Understand the brand franchise agreement and have ability to answer questions about agreements or find the right party that canOversight, tracking and management of office change process (relocations, assignments, DBA changes, legal entity changes, etc.)Support field team and transitions manager with new franchisee onboarding and M&A transitions as needed with appropriate reporting, tools, collateral needsStrategically coordinate with team on outbound broker communications that align with brand directives and goals (new tools, systems, events, enhancements, learning opportunities, etc.)Manage weekly meetings with Contract Admin and Real Estate Financial Services to review outstanding office changes and delinquent accounts and drive customer satisfaction with timely resolution of issuesUnderstanding of Franchise Disclosure Document (FDD) process and proactively manage complianceSupport and oversight of Awards ProgramServe as liaison and service manager for International Franchisees, coordinating with RFG International Service team as necessaryAttend brand events as necessaryQualifications:B.S./B.A. preferred5+ years' experience in operations, call center and/or franchising experienceReal estate experience preferredExcellent communication and interpersonal skills; ability to work with senior leadership and franchise owners.Self-starter and can work to accomplish tasks with minimal supervisionProblem solving skills a mustProject management experienceStrong collaboration and influencing skillsStrong platform and presentation skills and comfortable presenting to various key stakeholdersAbility to travel (less than 20%)ERA is a leading residential real estate brokerage franchisor, ERA has over 2,310 franchise and company owned offices and more than 38,000 independent sales associates located in 32 countries and territories. The Company was founded on the premise of building a franchise system based on the principle of collaboration- the idea that by working together and helping one another, a stronger community of real estate professionals could be built. ERA is a subsidiary of Anywhere Real Estate Inc.Anywhere Real Estate Inc. (is moving real estate to what's next.) Home to some of the most recognized brands in real estate Better Homes and Gardens Real Estate, Century 21, Coldwell Banker, Coldwell Banker Commercial, Corcoran, ERA, and Sotheby's International Realty we fulfill our purpose to empower everyone's next move through our leading integrated services, which include franchise, brokerage, relocation, and title and settlement businesses, as well as mortgage and title insurance underwriter minority owned joint ventures. Anywhere supports nearly 1 million home sale transactions annually and our portfolio of industry-leading brands turns houses into homes in more than 118 countries and territories across the world.At Anywhere, we are empowering everyone's next move your career included. What differentiates us is our scale, expertise, network, and unique business model that positions us as a trusted advisor throughout every stage of the real estate transaction. We pursue talent strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value our people-first culture, which thrives on empowerment, innovation, and cross-company collaboration as we keep moving the world forward, together.Read more about our company culture and values in our annual Impact Report. We are proud of our award-winning culture and are consistently recognized as an employer of choice by various organizations including: Great Place to Work, Forbes Worlds Best Employers, Newsweek Worlds Most Trustworthy Companies, Ethisphere Worlds Most Ethical Companies EEO Statement: EOE including disability/veteran