Program Coordinator, Leads

About the role

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. The CIH Inventory & Leads Program serves as the primary engine for capturing and converting high-intent consumer traffic into real estate transactions. Through strategic partnerships with Redfin.com and Rocket Mortgage, the program delivers a diversified lead pipeline to agents, including high-volume web inquiries and “finance-first” pre‑qualified buyers.

Responsibilities

• Own the centralized intake of all agent and field inquiries related to CIH inventory and leads, across inboxes, Slack channels, feedback loops and escalations
• Triage, prioritize, and resolve issues with urgency and sound judgment
• Maintain and enforce response SLAs (same‑day where possible)
• Create structure in what is currently a fragmented inbound environment
• Deliver clear, actionable, and consistent responses to agents and field leaders to enable, surprise and delight
• Ensure appropriate visibility to RVPs, Sales Managers, and Agent Experience partners
• Standardize response frameworks to eliminate variability and confusion
• Act as a trusted point of contact for field‑facing issue resolution
• Identify recurring issues, friction points, and systemic gaps
• Categorize inbound volume into actionable themes; translate field pain into structured insights for Product, PMO, and leadership
• Provide data for support and QA resourcing; insights for EC; evidence for prioritization by product
• Escalate with clarity, separating noise from true signal
• Build and maintain a centralized knowledge base and SSOT, including FAQs, response templates for cross‑functional teams, escalation playbooks to product and support
• Continuously refine documentation based on real‑world usage
• Partner with Field Enablement to proactively reduce inbound questions and drive the shift from reactive support → self‑service + proactive education
• Serve as the daily connection between Field, Product, PMO, and Marketplace teams
• Ensure issues are not only resolved, but addressed at the root level
• Track and follow through on escalations to closure
• Hold a high bar for operational accountability across teams

Success Metrics

• SLA adherence (