Director, Brokerage Operations

Department: Brokerage Operations

Reports To: President of Operations

Location: Chicago, IL

Status: Full-Time, Exempt

About Realty of America

Realty of America, LLC (ROA) is a fast-growing national real estate brokerage headquartered in Chicago, Illinois, with operations spanning multiple U.S. states. ROA is committed to empowering agents and Designated Brokers with the tools, support, and leadership needed to thrive in every market we serve. We are an equal opportunity employer.

Position Summary

The Director of Brokerage Operations serves as the primary partner to all Designated Brokers across Realty of America’s state markets. This role is first and foremost a people-facing, growth-oriented leadership position — responsible for driving agent retention, state performance, Designated Broker success, and operational consistency throughout the organization. The Director is expected to know the pulse of every market, proactively identify where brokers and agents need support, and translate that insight into action.

Role Focus & Time Allocation

This role is structured around four areas of focus, with the following emphasis:

• Designated Broker Success (40%) — DB partnership, leadership coaching, and proactive market support
• State Growth & Retention (25%) — Recruiting metrics, agent engagement, and retention initiatives
• Brokerage Operations (20%) — Policy consistency, workflows, and cross-team execution
• Compliance Oversight (15%) — Trend visibility and escalation management; not day-to-day compliance

Key Responsibilities

1. Designated Broker Partnership & Leadership (40%)

• Serve as the primary point of contact and strategic partner for all Designated Brokers.
• Conduct regular one-on-one meetings to surface challenges, identify opportunities, and align on growth priorities.
• Support Designated Broker leadership development, accountability, and long-term success in their markets.
• Ensure every Designated Broker has the tools, resources, and support needed to lead effectively.
• Proactively ask the right questions: How is Texas doing? Why is retention down in Arizona? What does New Jersey need to grow?

2. State Growth & Retention (25%)

• Review recruiting, retention, onboarding, and production metrics with each state on a regular cadence.
• Identify markets requiring additional support or intervention and develop targeted action plans.
• Share best practices across states and facilitate cross-market collaboration.
• Partner with state leadership to improve agent engagement, satisfaction, and long-term retention.
• Support the execution of company-wide growth initiatives at the state level.

3. Brokerage Operations & Execution (20%)

• Ensure consistent implementation of ROA policies, systems, and company-wide initiatives across all states.
• Improve operational workflows and communication between markets and internal departments.
• Partner cross-functionally with Onboarding, Agent Experience, Transaction Management, and Education teams.
• Drive accountability and follow-through on organizational objectives.

4. Compliance Oversight (15%)

• Maintain visibility into compliance trends across markets; this is not a day-to-day compliance management function.
• Serve as a first escalation point for Designated Brokers and coordinate resources to resolve operational challenges.
• Escalate compliance matters to the Compliance Team as needed.
• Escalate major organizational or structural issues to the President of Operations.

Performance & Accountability

The Director of Brokerage Operations will be evaluated against the following state-level KPIs, with monthly performance reviews and action plans expected for all markets:

• Agent retention rates by state
• State-level agent count and growth
• Designated Broker satisfaction
• Agent satisfaction and engagement
• Onboarding completion and effectiveness
• Transaction volume by state
• Operational consistency and policy adherence

Qualifications

• 5-10 years of experience in brokerage operations, real estate management, or a related leadership role.
• Demonstrated ability to build trust and effective working relationships with broker-level leadership.
• Strong analytical skills with experience reviewing and interpreting performance metrics and KPIs.
• Excellent communication, facilitation, and cross-functional collaboration skills.
• Proven track record of driving growth, retention, and operational improvement across multiple markets.
• Ability to manage competing priorities while remaining focused on people and outcomes.

Preferred Qualifications

• Active real estate license or prior experience operating within a licensed brokerage environment.
• Familiarity with multi-state real estate brokerage operations and the associated regulatory landscape.
• Experience with agent-facing systems, transaction management platforms, or brokerage technology.
• Exposure to compliance frameworks within a real estate brokerage context.