Operations & Client Care Manager

The Operations & Client Care Manager is the organizational anchor of the real estate team, owning systems, workflows, transaction quality, client communication, lead intake, and backend efficiency to ensure a consistent, luxury-caliber client experience. This person is AI savvy and uses technology and AI-powered tools to streamline operations, improve accuracy, and enhance communication across the team. The ideal profile aligns with a High C / High S DISC style: detail-oriented, steady, process-driven, and relationship-focused.

$60,000 - $80,000 yearly

• Serve as the primary point of contact for clients during active transactions, delivering a high-touch, compassionate experience.
• Manage transaction timelines, deadlines, inspections, contingencies, and communication, ensuring all milestones are met and documented.
• Provide weekly seller updates and structured buyer check-ins, leveraging templates and AI tools where appropriate to maintain consistency and personalization.
• Coordinate showings, vendor appointments, appraisals, settlements, and closing preparation, including physical office logistics, supplies, and holiday décor.
• Gather, track, and distribute showing feedback promptly; ensure listing accuracy across platforms and support listing launches.
• Produce templated print marketing materials monthly, including postcards, e-newsletters, magazine ads, and print and assemble all agent-related materials.

Lead, Referral, & Client Management

• Answer incoming calls from leads and clients, log activity in the designated systems (e.g., New Inbound spreadsheet, CRM), and route leads quickly to the appropriate agents.
• Monitor response times and ensure no lead falls through the cracks, using technology and AI-assisted reminders or automations to maintain accountability.
• Manage inbound and outbound referrals, track status, communication, and follow-through, and provide weekly updates to referring agents.
• Maintain a clean, organized referral log and support client retention through gifts, touchpoints, reviews, and feedback tracking.

Systems, Processes, & Compliance

• Create, document, and implement processes, SOPs, checklists, and scalable workflows; hold others accountable for following them.
• Maintain and optimize team systems, CRM tasks, automations, and communication standards, proactively identifying ways AI tools can improve speed and quality.
• Audit transaction files for accuracy and completeness; ensure compliance with brokerage and state requirements, including signatures, disclosures, and mandatory forms.
• Prepare files for review and closing, and anticipate operational issues early to prevent bottlenecks.

Team Operations & Support

• Coordinate onboarding for new agents and staff in partnership with leadership; train agents and virtual assistants on systems, workflows, and AI-enabled tools.
• Manage virtual assistants and task delegation, ensuring clarity, follow-up, and quality control.
• Support the Sales Manager and leadership with operational reporting, KPI tracking, and weekly summaries that highlight bottlenecks and improvement opportunities.
• Assist with marketing and listing prep logistics in collaboration with the Marketing Manager; support events, scheduling, and calendar management.

Full Ownership & Shared Areas

Full Ownership:

• Transaction timelines and communication
• File compliance and integrity
• Lead intake and call handling
• Referral management and weekly referral updates
• Workflow accuracy and adherence to processes
• Seller weekly reports and client update cadence
• Appointment and vendor coordination
• Closing preparation
• Physical office management, supplies, and holiday décor

Shared Responsibilities (In Partnership):

• Onboarding (with leadership).
• Reporting (with Sales Manager).
• Listing prep (with Marketing Manager).
• Client experience and standards (with Team Leader).

Required Qualifications & Traits

• High C / High S DISC profile or similar behavioral style: detail-focused, steady, systematic, and supportive.
• Experience in real estate and/or team operations/management strongly preferred.
• Proven ability to create, refine, and implement processes, and to respectfully hold others accountable to them.
• High integrity in all areas of life; does what they say they are going to do and protects confidential information.
• Excellent oral and written communication skills; compassionate, caring, and a strong listener who works well with all personalities.
• Strong technology skills and AI savvy: comfortable adopting new tools, using AI to draft communications, manage tasks, analyze data, and optimize workflows.

Mindset & Working Style

• Coachable, learning-based, and committed to continuous improvement.
• Self-starter and self-motivated; resourceful and able to figure things out without hand-holding.
• Highly organized, schedule-driven, and committed to keeping agents’ transactions on track.
• Strong follow-up skills and reliability; consistently closes loops and follows through on commitments.
• Team player who supports a positive culture while ensuring operational excellence and a luxury-level client experience.

With over $345 million in career sales and 15 years as a top-producing agent, Laurie Dau is a trusted leader in the Bucks County real estate market. As the founder of the Laurie Dau Team, she has built one of the area’s most respected and high-performing teams, known for its client-first philosophy, proven results, and exceptional market expertise.

Laurie brings a relentless drive for growth, innovation, and service to every client relationship. Her background in marketing, sales, and graphic design—paired with a degree in Marketing & Business Management —equips her with a competitive edge in promoting homes, analyzing market data, and negotiating the best possible outcomes for buyers and sellers.

Laurie’s results-driven strategy and calm, confident leadership consistently exceed expectations.