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Job description
The VP, Mission Control is responsible for referral distribution, partner escalations, organizational communication, market coverage, agent performance, and operational excellence, ensuring that every referral is managed efficiently and every partnership delivers a best-in-class experience.
Location(s)
Arizona-JMG-DIV-HQ-Scottsdale-AZ-SD
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
Leads the Mission Control department, establishing operational standards, service expectations, and key performance indicators (KPIs).
Develops and executes strategies that improve referral distribution, operational efficiency, response times, and partner satisfaction.
Serves as the executive operational contact for strategic referral partners regarding service delivery and operational support.
Manages operational escalations involving agents, Team Leaders, Regional Vice Presidents, lenders, clients, and referral partners.
Partners with the Vice President of Account Management to ensure a seamless partner experience from onboarding through ongoing operations.
Resolves complex service issues while maintaining strong partner relationships and protecting the company's reputation.
Oversees referral distribution for HomeAdvantage, Credit Union programs, and all Jason Mitchell Group referral partnerships.
Ensures referrals are assigned accurately, fairly, and according to partner requirements and company policies.
Monitors referral acceptance, response times, lead routing, conversion performance, and customer experience metrics.
Serves as the communication bridge between Executive Leadership, Account Management, Mission Control, Recruiting, Marketing, Operations, Technology, Regional Vice Presidents, Team Leaders, and agents.
Recruits, coaches, mentors, and develops Mission Control team members.
Establishes departmental goals, performance expectations, and accountability standards.
Performs other duties as assigned.
Qualifications
Bachelor's degree. Four (4) years of relevant education and work experience may be substituted for degree
Minimum of fifteen (15) years of progressive leadership experience in operations, account management, customer success, referral management, or real estate operations
Experience developing and leading high performing teams
Experience managing partner escalations and customer service operations
Experience managing strategic and cross-functional partnerships
Demonstrated success in strategic planning and execution
Excellent organizational and project management abilities
Exceptional communication and relationship-building skills
Proficiency with spreadsheet use and management, Google office suite, and Gmail
Polished and professional demeanor
Preferred Requirements
Real estate brokerage, mortgage, relocation, or referral-based industry experience
Knowledge
Expert knowledge and expertise in related field
Advanced knowledge of industry developments, techniques, and trendsi>Familiarity with budget management and performance metrics
Advanced proficiency in Microsoft Office, including Excel, Word, and Outlook
Skills
Exceptional leadership and team development skills
Exceptional strategic, analytical, and critical thinking skills
Exceptional verbal, written, interpersonal, listening, and presentation communication skills
Exceptional influencing skills
Exceptional project management, time management, and organizational skills
Exceptional solution and service-oriented skills, with an emphasis on collaboration, problem solving, follow-through, and responsiveness
Exceptional relationship building skills, with a proactive and service-oriented approach members
Abilities
Ability to effectively lead, develop, motivate, coach, and inspire a high functioning team
Ability to innovate and drive creative execution
Ability to drive results, establish KPIs, measure success, and optimize performance
Ability to interpret data, identify trends, and translate insights into actionable strategies
Ability to demonstrate a high degree of flexibility and adaptability, as well as effectively navigate shifting priorities
Ability to effectively and diplomatically influence and persuade, demonstrating collaboration and gaining buy-in from senior leadership and cross-functional teams
Ability to demonstrate visionary leadership and guide team toward long-term goals
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.
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Worksite address
scottsdale, AZ, 85261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.