Senior Product Operations Associate

About the role

The successful candidate will be at the center of our efforts to connect our world-class agents and technology. You will be responsible for managing executive escalations, driving feature requests, identifying top customer needs, managing cross-functional escalations, and ensuring a high-quality customer experience. This role is perfect for anyone interested in identifying our customers' needs and collaborating with our Product and Engineering teams, all to build the future of real estate together.

Responsibilities

• Manage executive escalations and product-based de-escalations to ensure prompt and effective issue resolution.
• Interface with customers and leadership following negative support interactions, and identify opportunities to enhance the customer experience and drive down ticket volume.
• Develop and implement a playbook for managing executive escalations, including issue resolution and LFR (Learn from Reality).
• Hold bi-weekly meetings with P&E (Product and Engineering) teams to raise known issues requiring prioritization for upcoming sprints. In these meetings, you will help P&E prioritize high impact, open bugs using Zendesk ticket data and ensure all JIRA tickets that are being prioritized have due dates.
• Manage all incoming feature requests in the community based on learnings from escalations in meetings, and advocate for top-requested features identified by submitted feedback and Zendesk Explore dashboards.
• Identify top customer needs with P&E teams and attend monthly meetings to drive delivery of bugs according to agreed timelines.
• Participate in the planning of PRTs (Product Release Testing) and general releases, ensure supportability and identify usability issues/adoption drivers prior to launch through bug bashes and flagging user requirements.
• Maintain support documentation in embedded product areas. Collaborate with the Content team to ensure all new product releases have comprehensive support documentation in the Knowledge Base.
• Ensure a high-quality customer experience by streamlining product support. This includes answering product support tier 1 questions on Slack, training Support Engineers on customer-facing support tickets, and QA-ing tickets handled by SE for both resolution quality and tone.

Requirements

• Bachelor's degree or comparable work experience
• 3+ years of experience in customer support, customer success, program management, or a related field
• Proven track record of managing cross-functional projects and customer escalations
• Solid analytical and problem-solving skills, with a data-driven approach to decision-making
• A detail-oriented platform thinker who can translate business objectives into a detailed, actionable plan
• Excellent communication and stakeholder management skills, with the ability to influence and align teams across the organization
• A self-starter who is comfortable with ambiguity and can thrive in a fast-paced, dynamic environment
• Excellent communication and interpersonal skills. Ability to maintain composure and customer and business focus while troubleshooting and problem solving
• Experience with JIRA, Zendesk, and other customer support tools
• Ability to manage multiple projects simultaneously and prioritize effectively
• Attention to detail and a commitment to delivering high-quality work
• Self-motivated and resourceful, with an ability to operate fairly independently
• Prior knowledge or experience in residential real estate

Qualifications

• Passionate about putting technology to work
• Seeking a career that allows you to develop in one of the world’s fastest growing companies, and to have a tremendous impact on that growth
• Interested in identifying our customers' needs and collaborating with our Product and Engineering teams

Skills

• Customer support
• Customer success
• Program management
• Technical aptitude
• Collaboration
• Problem-solving
• Data-driven decision-making
• Communication and stakeholder management
• Project management
• Attention to detail
• Self-motivation
• Residential real estate knowledge

Benefits

• 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
• Pet insurance

Pay

The base pay range for this position is $32.00 - $41.00 per hour; 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.

Schedule

This is an onsite role based out of our HQ in New York (110 5th Ave)