Operations Manager

The Manager, Operations manages a team of direct reports to drive the performance and growth of MAPS 1x1 Coaching products across variants like Mastery and Breakthrough. The Manager designs, executes, and monitors project timelines using Asana, while collaborating with the Director of Operations on major department initiatives. This position ensures high‑quality data reporting, handles survey analysis, and oversees CRM performance with Dhruvsoft, coach contract management, and revenue collection. Additionally, this position determines resource needs for budget forecasting, establishes efficient SOP compliance, and mentors the operations team to align with KWRI objectives. Location(s) Austin Texas Corporate Office-TX-CO About Us Austin, Texas-based Keller Williams Realty, LLC is the world’s largest real‑estate franchise by agent count with a global network of offices and affiliated agents. The franchise is No. 1 in units and sales volume in the U.S. Since 1983, the company has cultivated an agent‑centric, technology‑driven, and education‑based culture that rewards affiliated agents. If you’re ready to join an award‑winning team that champions bold innovation, puts people and service at the heart of business, and empowers you to make a real impact, then Keller Williams is where you belong. 2026 & 2025 Best Places to Work (Glassdoor) 2025 America's Most Admired Workplaces (Newsweek) 2025 Top Franchises for Women (Franchise Business Review) 2025 Best‑Led Companies (Glassdoor) Responsibilities Product Management & Execution Ensures the growth and performance of the 1x1 Product Line metrics across all variants (Mastery, Breakthrough, 30‑60‑90, Leadership, Agent, Performance, Life, etc.). Advises on new product content, delivery, pricing, sales, and marketing strategies. Manages timely and accurate internal communications (KWRI, MAPS team, BGAs, and coaches) regarding new or updated products, messaging, and timelines. Analyzes 1x1 survey feedback and makes strategic recommendations to leadership. Collaborates with the Events Lead to define the Mastery Client experience at events. Operations & Contract Management Ensures consistent and effective delivery of 1x1 Coaching Products. Manages MAPS CRM performance and development (including billing management and sync services to KWRI data) with contractor Dhruvsoft; holds developers accountable to contractual obligations, scope, and deadlines. Manages accurate contract administration for all 1x1 Coaches. Owns MAPS 1x1 Product Updates in online sales systems (Maxio) as well as critical documentation (e.g., Terms and Conditions, Value Propositions). Oversees accurate revenue collection for all 1x1 coaching clients. Audits Coach/BGA pay for all MAPS products and prepares reports for leadership approval. Tracks system renewal dates and costs to inform the budget and forecast. Operational Strategy & Process Improvement Advises on complex operational strategy and measures the ROI of process improvements. Partners with MAPS Leadership in executing GPS goals and identifying Operations Team KPIs. Maintains deep, expert knowledge of current systems, tools, and processes; advises leadership on and implements new effective and efficient solutions. Develops tracking systems to ensure the integrity of SOP compliance, identifies areas for improvement, and recommends, implements, tests, and measures the effectiveness of new processes. Leads coordination with contracted roles to build strong partnerships, ensuring each project aligns with departmental and KWRI objectives while meeting high‑quality standards and tracking KPIs. Leads regular coordination with compliance and legal departments to address legal issues, contract reviews, and the creation of governing instruments. Project Planning & Execution Leads project planning and execution. Supports the Director of Operations (DOO) with managing the initiation, launch, execution, and closure of all major MAPS projects. Identifies and liaises with key stakeholders to define project scope and objectives. Determines project timelines, related outcomes, and efficiencies (revenue, time, resources). Works closely with the DOO to ensure projects are prioritized, aligned with departmental objectives and timelines, and team workload is distributed efficiently. Oversees marketing initiatives and communication for the department. Serves as the Departmental Liaison for inter‑departmental efforts with KWRI Finance, Legal, KWKC, and KWW. Coaches and leads the MAPS Operations Team. Hires, trains, develops, mentors, and manages Operations Team Members, ensuring the continuous achievement of MAPS GPS Goals and KPIs. Leads the development and ongoing improvement of tools for onboarding and training MAPS talent (e.g., 30‑60‑90s by role, annual growth plans). Supports team members in developing annual goals and GPS, and coaches them weekly using a 4‑1‑1. Qualifications Bachelor’s degree; four (4) years of relevant education and work experience may be substituted for the degree. Minimum of five (5) years of progressive related experience, including a minimum of two (2) years in a supervisory or management role leading direct reports. Polished and professional demeanor. Advanced knowledge of industry developments, techniques, and trends. EEO Statement We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Physical Requirements The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities as defined by the Americans with Disabilities Act As Amended to perform the essential functions. Keyboarding Viewing computer monitor Work is performed in a business office environment. Ability to work extended hours, as required, in support of the company’s business needs. Benefits and Compensation Medical (including FSA and HSA options) Vision 401k with Company Match Basic Life Insurance Voluntary Life Insurance On‑Demand Mental Healthcare Employee Assistance Program (EAP) Legal Services Pet Insurance Identity Theft Protection Paid Time Off Paid Holidays Floating Holidays #J-18808-Ljbffr