Mystery Shopping Manager

FURTHER is the leading AI-powered Sales & Marketing platform for senior living and healthcare organizations. Our next-gen suite of website engagement and AI sales assistants streamline the buying process for prospects and automate repetitive tasks for sales teams, driving higher conversion rates and increased NOI. Our unique blend of groundbreaking technology and deep industry expertise have made us the most widely adopted AI toolset in the market, used by over 5,500 communities to generate over $2.8 billion.

We are seeking a highly motivated and experienced Mystery Shopping Manager to join our dynamic Pricing Assistant Team at Further. In this role, you will be responsible for directly managing our internal mystery shopping teams to ensure the efficient and accurate collection of competitive market data. As a key member of our team, you will focus on overseeing daily operations, including assignment management, and provide coaching and guidance to team members to maximize the effectiveness of our mystery shopping initiatives. Reporting directly to the VP of Strategy & Growth, this is an exciting opportunity to contribute to our company's success and drive continuous improvement in a fast-paced and collaborative environment.

• Operational Management: Manage the day-to-day operations of mystery shopping agents, including shop assignment, data collection and phone system management.

• Direct Team Leadership: Lead and support a team of mystery shopping agents through regular 1:1 meetings, performance reviews, and daily check-ins. Foster a strong team culture by providing consistent, individualized feedback, addressing blockers, and creating development plans tailored to each team member’s growth.

• Performance Improvement: Monitor and analyze key performance indicators (KPIs) to identify areas for individual agent improvement and implement corrective actions as needed.

• Training and Enablement: Maintain SOPs, process documentation, and onboarding materials to drive clarity, consistency, and efficiency with direct reports. Train the team on new tools and expectations as internal processes evolve.

• Industry Knowledge and Innovation: Stay up-to-date on industry trends, best practices, and emerging technologies related to mystery shopping and market research.

• Education: Bachelor's degree in business, marketing, or a related field

• Experience: 3-5 years of experience in mystery shopping, market research, contact center operations, or a similar field

• Leadership and Communication: Strong leadership, communication, and interpersonal skills

• Problem-Solving and Analytical Skills: Exceptional problem-solving and analytical abilities

• Data Analysis and Reporting: Proficient in data analysis and reporting tools, such as Microsoft Excel and PowerPoint

• Experience working with diverse teams in a fast-paced environment

• Knowledge of relevant data privacy regulations and best practices

• Experience with RingCentral - management and assignment of phone numbers and data metrics

• We treasure our customers

• We value continuous growth

• We pursue excellence in everything we do

• We act with a sense of urgency

• We take radical ownership

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

FURTHER is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. FURTHER considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. FURTHER is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.