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Senior Operations and Account Manager

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Date: Sep 8, 2017

Location: Emeryville, CA, US

Company: Realogy Services Group LLC



Requisition 42120

About ZapLabs LLC
ZapLabs ( is the innovation and technology hub for global real estate leader Realogy Holdings Corp. (NYSE: RLGY), and the driving force behind inventive technology for brokers and agents affiliated with Realogy’s world renowned real estate brands. ZapLabs delivers its highly effective consumer, sales associate and broker solutions in support of Realogy’s leading franchise brands and is positioned to expand the scope of its technology development efforts to encompass Realogy’s other business segments, including residential brokerage, relocation and settlement services. ZapLabs is headquartered in Emeryville, California.


Job Title: Senior Operations and Account Manager


At ZapLabs, we work to build and improve a platform that helps real estate professionals work effectively, and helps delight home buyers and sellers with an excellent experience. We do that by combining great technology with great people – and we’re looking for a Senior Operations and Account Manager to join our team.


What we’re looking for:

You’re an experienced operations and account manager looking to leverage your excellent communications skills in a multifaceted role. You’re excited to shape process improvements, build business relationships, and work towards our client’s success. You’ve got the perspective it takes to balance ZapLabs objectives and Realogy brand objectives to deliver win/win solutions. Quickly learning the ins-and-outs of ZapLabs technology products for real estate consumers and real estate professionals sounds like an exciting deep-dive for you. You know how to manage a top-notch organization and develop future people leaders – and you enjoy being part of a   fast-paced, collaborative team.


What you’ll do:

As Senior Operations and Account Manager, you’ll play a major role in the way ZapLabs executes on our objective: delivering quality technology solutions to Realogy and their franchise brands. On the Operations side, you’ll:

  • Work with the Operations & Product Management team to lead process improvements that adapt to scaling challenges and emerging Brand needs
  • Design, implement and improve processes for success, support, and operations teams
  • Remain up to date on the day-to-day progress of all Brand projects – current state, future state, milestone tracking
  • Participate in the recruitment and hiring process for members of the Brand Operations Team
  • Network with internal and external personnel in their area of expertise to expand their knowledge and options for finding solutions
  • Provide a unique, valuable perspective that educates the brands on new issues, helps them navigate alternatives, and helps them avoid potential land mines.
  • Partner closely with a team of Project Managers to meet project requirements for Brands
  • Produce effective operational documents for Brand projects with great attention to detail


On the Account Management front, you’ll:

  • Maintain open dialogue with brands; learn their organization and understand their needs by asking the right questions and reading between the lines
  • Develop an acute sense of brand expectations and preferences and report these back to the team frequently and accurately
  • Serve as an escalation point for delivery risks and conflict resolution
  • Maintain the end-to-end relationship with accounts, ensuring a central point of contact and continuity in the client’s relationship with Intuit
  • Facilitate discussions with brands and internal project teams and set objectives for calls ahead of time to ensure a shared vision for outcomes
  • Develop and evolve the strategy and relationships with the brands and manage the lifecycle of projects
  • Provide a unique, valuable perspective that educates brands on new issues, helps them navigate alternatives, and helps them avoid potential land mines



Skills, accomplishments, & interests you should have:

  • 5 or more years of account management and/or operations experience in a technology environment
  • Excellent negotiation and interpersonal communication skills
  • Available for domestic travel, up to 25% of the time
  • Strong critical thinking and verbal abilities
  • Experience balancing client expectations with constraints of reality
  • Strong sense of self, presence and grace under pressure
  • Ability to switch gears on a dime and desire to push forward
  • Good judgment in selecting methods and techniques for obtaining solutions
  • A proven ability to mentor and coach, while fostering a collaborative, team-oriented work environment


Nice to haves:

We’re always looking for folks to join our culture of passionate hobbyists! We have a tendency to nerd out on everything from LOTR and Star Wars to competitive baking to our company soccer team, the Lab Rats.



EOE AA M/F/Vet/Disability

ZIP123  #LI-RD1

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

Job Segment: Account Manager, Operations Manager, Real Estate, Product Manager, Operations, Sales