Operations Manager - Peru (Remote from Peru)

We are one of the first Work from Anywhere companies with 2,000+ team members utilizing our virtual office called eXp world. This role is work-from-anywhere in Peru. Who is eXp? Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things.  Come join us at eXp Realty – a 8x Glassdoor Best Places to Work organization! What you will do: The Operations Manager is responsible for the comprehensive management of country operations, ensuring that internal processes are executed efficiently, with regional alignment and a results-driven focus. This role is key to scaling the operation, supporting the Country Leader in implementing the local strategy, and providing support to staff and agents to ensure an excellent experience.Key Duties: 

• Operational Management and Business Strategy
• Execute and oversee the operational strategies defined alongside the Country Leader.
• Propose and document process improvements to increase efficiency.
• Align local processes with global and regional standards.
• Agent Support and Experience
• Provide agile and timely support to agents on operational, technological, and administrative matters.
• Oversee the proper functioning of the Join App, LearnWorlds, Slack, etc.
• Coordinate with Onboarding, Agent Services, and Transactions to resolve cases or requests.
• Tools and Technology Management
• Coordinate with IT to resolve technical issues.
• Supervise the proper use of platforms such as Okta, Slack, Hubspot, GADS, etc.
• Identify repetitive or manual operational processes and document them as candidates for automation.
• Collaborate with the regional and Technology teams so that these processes are assessed, designed, and automated by specialists.
• Regulatory Compliance
• Ensure compliance with internal policies and local regulations.
• Manage internal audits and follow-up on findings.
• Generate reports on cancelled listings and contact the involved agents.
• Staff Coordination and SOP Execution 
• Oversee compliance with SOPs for Onboarding, Agent Services, and Transactions.
• Participate in the country’s weekly SPRINTs: planning (Monday), follow-up (Wednesday), and retro (Friday).
• Support the training and development of the operational staff.
• Operational Financial Management 
• Control operational costs and propose optimizations.
• Support budget management and local operational reporting.
• Generate and analyze key performance metrics.
• Event Support and Expansion
• Coordinate operational logistics for local events (rallies, launches, training).
• Support the opening of new markets with the Country Leader and regional team.
• Design operational strategies to improve agent retention.
• Culture and Internal Communication
• Ensure smooth communication among team members.
• Foster an efficient, collaborative work environment aligned with eXp’s values.
• Coordinate internal meetings, celebrations, and workplace climate efforts.
• Staff Coordination and SOP Execution 
• Oversee compliance with SOPs for Onboarding, Agent Services, and Transactions.
• Participate in the country’s weekly SPRINTs: planning (Monday), follow-up (Wednesday), and retro (Friday).
• Support the training and development of the operational staff.
• Strategic Objectives and OKRs 
• Implement standardized and scalable processes in each country.
• Improve operational efficiency through automations and metric control.
• Strengthen the agent experience through streamlined processes and timely support.
• Increase the quality of execution of operational SOPs.
• Automate ≥50% of repetitive operational tickets via GPT or workflow within the next 12 months (in coordination with the regional team).
• Tools and Resources Used 
• Coda: tracking sprints, tasks, OKRs.
• Hubspot: tracking tickets, processes, and metrics.
• Google Workspace: meetings, documents, forms.
• Slack: regional operational communication.
• LearnWorlds: monitoring training.
• Join App / ADS: onboarding and financial management.
• CustomGPTs / Vibe (regional implementation): automation tools designed by the international team based on locally documented processes.
• Reporting and Monitoring
• Monthly operational report to the Country Leader and regional team.
• SLA compliance tracking for onboarding, agent support, and ticket resolution.
• Reports on cancelled listings, technical incidents, and internal audits.
• Semiannual report on processes identified for automation and their implementation status.
• Success Measurement (KPIs) 
• Resolution time of operational tickets.
• Agent response SLA.
• SOP compliance by staff.
• Agent satisfaction level (operational NPS).
• Reduction in errors and rework.
• Optimization of operational cost.
• % of repetitive processes documented for automation.
• % of active workflows automated via AI.

If you think you’d make a great match for this position but don’t meet all the requirements, we would still encourage you to apply! 

 

EEO Statement: We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, eXp is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.