Director, Broker Services - US Based Remote - Remote Eligible

Director, Broker Services

The 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-on—ensuring 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 management
• Develop 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 resolution
• Brand subject matter expert on DASH (internal franchisee CRM and reporting system), third party integrations, listing feeds, and data flow
• Oversight 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 can
• Oversight, 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 needs
• Strategically 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 issues
• Understanding of Franchise Disclosure Document (FDD) process and proactively manage compliance
• Support and oversight of Awards Program
• Serve as liaison and service manager for International Franchisees, coordinating with RFG International Service team as necessary
• Attend brand events as necessary

Qualifications:

• B.S./B.A. preferred
• 5+ years' experience in operations, call center and/or franchising experience
• Real estate experience preferred
• Excellent communication and interpersonal skills; ability to work with senior leadership and franchise owners.
• Self-starter and can work to accomplish tasks with minimal supervision
• Problem solving skills a must
• Project management experience
• Strong collaboration and influencing skills
• Strong platform and presentation skills and comfortable presenting to various key stakeholders
• Ability to travel (less than 20%)