Director, Expert Operations Jobs

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods. Through our work, we are committed to contributing to a sustainable future, both for fashion and for our employees. Authenticity is a core component of our business; we value it in our products and we celebrate it across our teams by encouraging every TRR employee to bring their REAL authentic selves to work each day. We’re hiring, and we’d love for you to join our dynamic team!

Reporting directly to the Vice President of Merchandising Operations, this role will interact daily with experts and retail leadership across the company and will be a key member of the team focused on the expert and consignor experience at The RealReal. Overall responsibility in this role includes leading the Valuation Manager Team including hiring, training, quality control and employee experience.

What You Get To Do Every Day

• Develop POV on ideal processes as SME and collaborate with Retail Operations and Product/Tech teams to simplify and optimize the appointment process.
• Oversight over cross category Valuation Experts, ensuring accurate pricing and consistent client & expert experience.
• Drive consistent and effective communications strategy to motivate and inform expert teams across multiple locations and information vehicles.
• Partner with L&D teams to prioritize continual education and internal education, especially fine jewelry and watches.
• Responsible for continuous experience improvement initiatives driving increased retention such as career development matrix refinement and rewards & recognition programing.
• Partnership with Strategic Planning to ensure expert capacity planning is coverage expectations are executed.
• Accountable for strategic supply initiatives, new store staffing and additional headcount requirements.
• Collaborate with Retail Leadership to ensure supply targets are achieved and experts are successfully integrated with retail structure.
• Responsible for meeting KPIs such as velocity targets, accuracy standards, SLAs and inventory control standards.
• Become SME (subject matter expert) over Valuation Manager role within first year across both expertise and technical processes.
• Ensure team structure, capacity and efficiency adjusts appropriately to scale with financial targets while maintaining consistency across multiple locations.
• Implement incremental quality control programming to measure operational excellence and ensure consistency.

What You Bring To The Role

• Strong interpersonal, oral and written communications skills and the ability to interact effectively with diverse personalities in a matrix organization.
• Bachelor’s degree and 7-10 years experience managing large teams across multiple locations.
• Experience working with and motivating a sales or retail organization and/or operationally intensive business.
• Exceptional organizational dexterity – ability to interact nimbly across all levels within the organization.
• Luxury, Fine Jewelry & Watch experience is not required but beneficial.
• Willingness to continuously develop, understand industry best practices and desire to stay ahead of the curve.
• Sense of humor, personal integrity, and appreciation for the power of teamwork.
• Willingness to engage in 50% travel across retail locations and Authentication Centers.
• Strategic perspective, excellent business judgment, analytical capabilities and a collaborative working style.
• Strong leadership abilities in managing and developing a diverse team with a bias towards action.

The expected salary range for this role is $162,886.00 - $198,953.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with more than 30 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off and direct shipping. We do all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as handling shipping and customer service. At our 13 retail locations, including our twelve shoppable stores, customers can sell, meet with our experts and receive free valuations.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
GHR8086