Real Estate Operations and Client Experience Manager
4 days ago
Louisville
POSITION OVERVIEW Petar Mandic Inc., based in Louisville KY, is a referral-driven residential and commercial real estate business serving clients throughout Kentucky and Indiana. Built on trusted relationships, personal introductions, and a commitment to exceptional service, the business has grown steadily by earning the loyalty of clients and referral partners who return and send others because of the experience they receive. We are seeking a highly accomplished Real Estate Operations & Client Experience Manager to serve as the operational anchor of this business. This is a high-impact, second-in-command role where you'll have true ownership over operations, transactions, and client relationships — not just administrative support. Petar Mandic Inc. is focused on long-term growth so your influence will expand as the business does. You'll be embedded in the Louisville, KY market with local travel throughout Kentucky and Southern Indiana — great for someone who wants to be genuinely connected to their community and clients, not stuck behind a screen. For the person who thrives on structure, leads without being asked, and keeps their cool when the pace picks up — this role was made for you. Industry experience is a bonus, not a barrier; what matters most is your drive and how you show up. In return, you'll get real autonomy, genuine flexibility, and a front-row seat to building something meaningful. WHAT YOU WILL OWN Primary Responsibilities • Business Operations & Project Management: Serve as the operational center of the business. Create, maintain, and continuously improve systems, workflows, checklists, and procedures that ensure consistent execution. Manage multiple active projects simultaneously, set timelines, drive accountability, and follow through until every initiative is complete., • Transaction Oversight: Oversee residential and commercial real estate transactions from contract through closing., • Protect deadlines, track documents, coordinate with lenders, title companies, cooperating agents, inspectors, and vendors, and ensure every transaction moves forward without dropped details. Clients should feel informed, cared for, and confident at every step., • Client Experience & Relationship Management: Own the client experience before, during, and after the transaction., • Ensure every client and referral partner receives thoughtful, timely, and professional communication. Coordinate appreciation efforts, follow-up systems, milestone touchpoints, and personal gestures that reinforce long-term loyalty and generate continued referrals., • Database & Referral-Partner Management: Maintain an accurate, organized, and actionable CRM. Keep client and referral-partner records current, track relationship touchpoints, and identify gaps or missed opportunities. The database should always be a reliable resource — not a project waiting to be cleaned up. Supporting Responsibilities • Marketing & Creative Coordination: Coordinate social media graphics, listing materials, client-facing pieces, basic video content, and branded marketing materials. Manage content calendars and ensure projects are completed on time with consistent professionalism., • Field Support & Deliveries: This role extends beyond the desk. You will complete deliveries, pop-bys, and other field-based activities as needed to support the client experience. Some days may include several hours in the field throughout Louisville and the surrounding Kentucky and Southern Indiana markets. WHAT EXCELLENT PERFORMANCE PRODUCES • Deadlines are consistently protected across all active transactions and projects., • Clients and referral partners receive proactive, thoughtful communication throughout every engagement., • Systems and procedures are documented, followed, and continuously improved., • The CRM remains accurate, organized, and genuinely useful to the business., • Projects are completed on time, without the owner needing to follow up repeatedly., • The owner gains meaningful capacity to focus on relationships, revenue, leadership, and growth., • The business operates with confidence, consistency, and increasing capacity — not urgency. REQUIREMENTS • 3+ years of experience in real estate operations, transaction coordination, project management, executive support, or a closely related role., • Previous experience in real estate, mortgage, or title processing is strongly preferred., • Demonstrated ability to manage multiple projects, deadlines, stakeholders, and deliverables simultaneously while maintaining a high standard of accuracy and organization., • Experience using CRM systems or client databases, along with working knowledge of basic marketing, design, and general technology tools., • Strong written communication, proofreading, and interpersonal skills., • Ability and willingness to travel locally throughout Louisville and the surrounding Kentucky and Southern Indiana markets, including occasional evening and weekend availability based on client and business needs. WHO YOU ARE • Operationally excellent: You bring more structure, discipline, and follow-through than currently exist. You do not wait to be organized — you create organization., • Proactive and self-directed: You identify what needs to happen next, build the plan, and execute without requiring constant direction. You think several steps ahead and raise issues before they become problems., • Accountable and reliable: You do what you say you will do. Deadlines are not suggestions. Follow-through is non-negotiable. You hold yourself — and others, respectfully — to a high standard., • Composed under pressure: Fast pace, competing priorities, and shifting demands do not rattle you. You bring calm, clarity, and steady execution to a high-output environment., • Discreet and trustworthy: You handle confidential client, business, and financial information with complete discretion. Trust is foundational to this role., • Professionally polished: You communicate with warmth, professionalism, and care. Clients, referral partners, and vendors experience you as a direct reflection of the business., • Strategically adaptable: You move comfortably between high-level strategic thinking and hands-on execution. As the role and business evolve, you evolve with them. EMPLOYMENT DETAILS • Schedule: Standard business hours with reasonable flexibility based on business needs. Occasional evening and weekend availability may be required to support client and business needs.