Program Manager

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.

You will help Compass become the leading source of New York City (NYC) real estate information by using a metrics-driven, continuous improvement approach to preempting and resolving the root causes of NYC data quality issues. You will provide operational oversight as the single point of ownership for identifying product and process improvements to help scale our NYC business. You will work cross-functionally with product managers, engineers, data analysts, operational/support teams, and key business stakeholders to grow and maintain the Compass Search and Listings platform, to the benefit of the key NYC market.

As a vital member of the Data Operations team, you will play a critical role in ensuring the highest level of NYC search and listings data quality, to effectively power all of our products and proprietary agent tools serving customers in the region.

Responsibilities

• Guide Compass to become the leading source of real estate information in NYC by identifying and helping develop solutions for listing and building data quality challenges
• Define, monitor, and improve key data quality and health metrics to evaluate the effectiveness of product and operational efforts to create value for agents and clients
• Collaborate with agents, sales managers, regional leads, and other stakeholders to identify, define, and prioritize the problems they face
• Assist with the identification of product and process improvements to reduce the volume of data quality issues affecting our NYC customers
• Establish and execute on a roadmap of product and operational improvements that deliver systemic solutions to customer problems
• Serve as the primary point of contact for NYC customer escalations
• Oversee and iteratively improve existing processes to maintain sales and rental listing data coverage and quality, including contract and sold data verification, ACRIS updates, and third-party data comparisons
• Receive, review, and action inbound requests from external partners, including REBNY, OLR, and others
• Coordinate across teams to ensure issues are resolved in a timely manner and that NYC customers and other key stakeholders are aware of the resolution status and timing
• Prepare and present periodic progress updates to regional leadership and agents
  
  

What We Look For

• 3-5 years experience in program management, customer-facing data and/or software support roles, or equivalent, ideally within the context of NYC residential real estate
• Experience leading continuous improvement initiatives related to data quality, product support, or similar processes to the benefit of end customers
• Experience resolving customer-facing issues in partnership with product managers and/or engineers, leveraging software-based ticketing systems such as Zendesk, Jira, or similar
• Familiarity with and a track record of success in resolving customer experience challenges stemming from issues relating to large-scale data pipelines, ETL applications, REST APIs, and web/mobile products
• Experience analyzing structured and unstructured datasets using advanced spreadsheet formulas and techniques
• Excellent problem solving, communication, and collaboration skills
• Fast learning self-starters, who are technically skilled, open-minded, and willing to adapt to changing situations
• Bachelor’s degree in Information Technology, Operations Management, Communications, or equivalent
  
  

Compensation: The base pay range for this position is $64,300-$96,400 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location. Minimum wage for the position will always be met.

Perks That You Need To Know About

Participation in our incentive programs (which may include where eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, marriage leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.

Do your best work, be your authentic self.

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

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