Manager, Listing Partner

About the role

The Listing Partner Manager leads a team of licensed Listing Partners (LPs) who serve as the single point of contact for buyers' agents from offer through close on Opendoor-owned resale homes.

You'll be responsible for hitting market-level sales and experience targets by coaching LPs on negotiation, pipeline management, and escalation discipline, while partnering cross-functionally with Pricing, Homes, Title & Escrow, Brokerage, and Product/Tooling to remove friction from the resale process.

Team Leadership & Performance

• Lead, coach, and develop a team of Listing Partners to deliver against a balanced scorecard with defined targets: Conversion ≥70%, Fallthrough ≤18%, Pend-to-Close ≤30 days, Title Attach ≥93%, Armadillo Paid ≥20%, SLA Adherence ≥95%, Net Proceeds vs RTP, and CSAT.
• Run regular 1:1s, call reviews, and file audits to provide clear, actionable feedback and document strengths and development areas.
• Own performance management for your team (goal setting, calibration inputs, performance reviews, and, when necessary, formal performance plans).
• Use AI-generated call scores and conversation analytics (Gumloop Call Scoring) as structured inputs to coaching — moving from reactive file review to proactive, data-driven development conversations.

Operational Excellence

• Ensure LPs consistently follow the Resale playbook, including accurate CITY/CRM hygiene, use of TC workflows, escalation pathways, and coverage processes.
• Monitor dashboards and scorecards to proactively identify risk (aging pendings, high BRN spend, SLA misses, fallthrough risk) and drive corrective action.
• Create and maintain lightweight operating rhythms (team meetings, WBRs/MBRs, leaderboards, audits) that keep the team focused on the right priorities.
• Drive adoption of Opendoor's attach programs — Title, Armadillo, and Lower Mortgage — coaching LPs on offer-entry procedures and buyer activation messaging to hit target attach rates.
• Serve as the LP team's voice in the CRM migration (Zendesk is sunsetting): evaluate the replacement against LP workflow needs, communicate the transition clearly, and drive adoption without performance disruption.
• Proactively identify workflows where AI or automation can reduce LP handle time, improve consistency, or surface risk earlier — partnering with Tooling/Product to pilot and scale them.
• Lead your team through change without losing performance cadence — whether that's a CRM migration, a new AI workflow rollout, a Pricing policy shift, or a product change mid-quarter. Translate ambiguity into clear next actions before your team has to ask.

Coaching on Negotiation & Escalations

• Act as a go-to escalation point for complex negotiations (multi-offer scenarios, low appraisals, LRRs, BRN edge cases, legal/reputation-sensitive issues).
• Coach LPs on framing offers and counters to balance conversion, margin, and agent experience; setting clear expectations with buyers' agents on timelines, repairs, and constraints; and when/how to escalate to Pricing, Homes, Title, or leadership with a clear recommendation.

Cross-Functional Partnership

• Persistently partner closely with Pricing, Homes, T&E, Brokerage, CX, and Tooling/Product to surface recurring issues and data-backed opportunities to improve workflows and policies.
• Pilot new processes (e.g., TC model, countering tools, attach programs) and drive adoption across your team.
• Represent the LP perspective in cross-functional forums, bringing crisp examples and data from your team.

People, Culture & Licensing

• Hire, onboard, and ramp new LPs, including 30/60/90 plans, shadowing, and certification on key workflows — including two consecutive LP classes (April + May) requiring you to run structured training programs while maintaining pipeline oversight.
• Foster a high-accountability, high-support culture that celebrates wins, learns quickly from misses, and embraces change.
• Partner with Brokerage/licensing teams to ensure your direct reports remain in good standing and compliant with licensing, MLS participation, and brokerage policy.
• Build the Miami LP office culture from scratch: establish team norms, escalation rhythms, call standards, and in-office identity — then bridge those consistently to the existing Phoenix in-office team.