Product Manager, CSR Operations

| Austin
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Who we are: 

Realtor.com is your one stop shop for homebuyers, sellers, and dreamers, with comprehensive for-sale listings, insightful information, valuable tools and professional expertise. We’re excited and hungry to make a difference to the millions of people in the US who buy a home each year. Our aspiration starts with treating our home buyer as our focal point - we believe that delivering on experiences that truly help people through this seemingly difficult life event will lead us to continued and greater success as a company.

Who we are looking for:

As the Product Manager for Concierge Operations, you will work with a small, empowered team of analysts, designers and engineers to build products for our team of Consumer Service Representatives to provide the best possible experience for our consumers while driving operational efficiencies. You’ll identify and evaluate problems and opportunities, collaborate cross-functionally to create solutions and motivate and guide the full product development process to power and improve our call center operations and connect our consumers to real estate agents who can help them purchase their dream home. You must possess a unique blend of business, operations and technical savvy; a big-picture vision with the ability to understand, manage and execute on the details; and the ability to  influence others to make that vision a reality.

What you'll do:

  • Partner with stakeholders, conduct research, synthesize data, and develop an informed perspective on problems to solve and opportunities to improve. 
  • Develop detailed, crisp business requirements and user stories that can be used to create product specifications and architecture
  • Identify and address operational risks and challenges as you implement new ideas
  • Apply and execute design-thinking methodologies in a continuous delivery development process
  • Design and conduct tests and experiments to validate or invalidate your assumptions and hypotheses
  • Define high quality, problem-driven and simple product roadmaps based on team strategy and vision
  • Drive cross-functional and cross-product projects and releases, coordinate with other product and business teams to keep delivery on-track
  • Quickly respond and partner with our Operations team to address time-sensitive and high impact issues in the call center. 

What we like to see:

  • User Focus - You comprehend and advocate for the product experience and our user’s needs; you bring strong user empathy and experience driving product direction and execution based on user needs.
  • Operational mindset - You really know how the business works and you evaluate the business and operational impacts of all decisions.
  • Collaborative Leadership - You collaborate with your cross-functional teams and share the journey and ideation with them without losing sight of the problems you must solve.
  • Vision - You have an eye for great products, and advocate for new features with quantitative and qualitative reasoning.
  • Communication Skills - You evaluate your audience and you apply the right communication strategy for them. You have clear and concise written and verbal communication skills; experience crafting epics, user stories, and tasks.
  • Attention to Detail - You sweat the small stuff, and you raise the team’s standards for quality and attention to detail.
  • Speak Engineering - You speak to technical concepts; you understand and can represent the technical implications of a product strategy.

Key competencies: 

  • 2+ years of experience managing software products or solving complex business problems in an operational role at a leading technology company. 
  • Experience defining problems and solving them collaboratively with designers and engineers, and shipping frequently
  • Ability to plot out possible opportunities into a roadmap and assess priority. 
  • Ability to lead and deliver large, complex projects in a fast-paced environment while managing the details. 
  • Strong communicator with experience driving conversations with all levels of your organization, including business stakeholders, leadership, and design and engineering. 
  • Experience with designing data analysis and then evaluating and making decisions based on data.
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • FlaskFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • GITDatabases
    • AWSDatabases

Location

Cool downtown office nestled in the bars and restaurants of East 6th Street

An Insider's view of realtor.com

How does your team reward individual success?

We reward success through recognition and appreciation. We often celebrate wins loudly and with fun events. It's one of the best parts of our culture!

Fluker

Consumer Experience Manager

What projects are you most excited about?

I'm most excited about how we're scaling our outreach to consumers which allows us to help more people every day. Not only that, but I love the pace we have in testing new consumer experiences!

Diane

Senior Product Manager

How has your career grown since starting at the company?

I’ve been with realtor.com for exactly one year and I’ve grown a great deal. I’ve expanded my literacy from AWS to Python to React Native and been mentored all along the way.

Yufeng

Senior Software Engineer

How do your team's ideas influence the company's direction?

With 80 million unique users to realtor.com a month, we play a leading role in the world's largest real estate network, sitting uniquely in this position of big data, while still being a mid-sized company that is able to democratize the information throughout the business. It’s an incredible position to be in.

Anne

Vice President, Product Management

What unique initiatives do you have that encourage innovation?

Our consumer success model is best in class, yet we continuously strive to build even better services and products for for the reatlor.com consumer.

James

Senior Training Manager

What are realtor.com Perks + Benefits

realtor.com Benefits Overview

BENEFITS

Having healthy and happy employees is extremely important to our company. Which is why we offer all of our employees more than just great basic health coverage.

Culture
Volunteer in local community
We love our neighbors and think it important to give back to those in need.
Partners with Nonprofits
From our volunteer work with Habitat for Humanity to our employee charitable gift matching per employee, our commitment to our communities is unwavering.
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Our goal is first and foremost to protect the health and safety of our employees.
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Realtor.com offers charitable gift matching of up to $500 per employee annually.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Austin Tech Center employees have flexible start and end times.
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our HomeGrown Mentoring Program is available for all full time employees in Austin.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

When we show up to work each day, regardless of title or tenure, we all want to be heard, be valued, and know that our contributions matter.

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