Senior Research Manager

About the role

We are seeking a strategic Senior Research Manager, Tracking to lead our Consumer and Client tracking programs. Reporting to the VP of Research & Insights, you will own some of our most important initiatives - our CSAT and Client NPS programs, helping us understand how consumers and real estate professionals perceive our products and experiences over time.

Responsibilities

• Own the Tracking Ecosystem: Manage and optimize Realtor.com’s Customer Satisfaction (CSAT) and Client Net Promoter Score (NPS) programs from end to end.
• Drive Business Outcomes: Uncover the “root cause” of problems by utilizing multiple sources of data across sources (Google Trends, Snowflake, Medallia, etc.)
• Quantitative Data Analysis: Perform complex statistical analysis on large-scale survey data and operational metrics to identify key drivers of customer satisfaction, friction, and abandonment.
• CX Platform Management: Act as the primary researcher for our VoC program (currently Medallia), designing and maintaining surveys, dashboards, and closed-loop feedback processes.
• AI Integration & Automation: Use generative AI tools and prompt engineering to analyze open-ended text, scale research operations, and streamline workflows.
• Cross-Functional Partnership: Partner with Product, Marketing, Sales, and Customer Care to translate feedback into strategic recommendations that drive roadmaps and business growth.
• Data Storytelling: Distill complex data into compelling, executive-ready presentations and optimize dashboards (e.g., Tableau, Looker) that inspire leadership to action and address stakeholders’ needs.
• Vendor Management: Oversee external research agencies and platform vendors to ensure optimal design, methodology, and budget use.

Requirements

• Education & Experience:
  • Minimum Qualifications - A Bachelor's degree from an accredited university in social sciences, physical sciences, statistics, human-computer interaction, business analytics, human factors or other related fields AND 5+ years of professional experience.
  • A Master’s degree may be substituted for 2 years of experience.
  • A PhD may be substituted for 4 years of experience.
• VoC Platform Experience: Hands-on experience designing and managing programs in enterprise CX platforms (e.g., Medallia, Qualtrics, InMoment). Medallia experience is a strong plus.
• Quantitative Expertise: Advanced skills in statistical techniques (e.g., driver analysis, cluster analysis) and working with large datasets. Proficiency with SPSS, R, Python, or SQL is highly desirable.
• Tracking Proficiency: Proven expertise managing brand health trackers, NPS, CSAT, and CES methodologies, alongside tracking digital sentiment.
• Analytical Storytelling: Demonstrated track record of tying multiple data sources together (survey research, online social sentiment, and backend behavioral analytics) to tell a holistic story and drive business outcomes
• Stakeholder Management: A track record of building trusted relationships, navigating competing priorities, and driving alignment across cross-functional teams to ensure research translates into action.
• AI & Prompt Engineering: Practical experience using AI models (e.g., Claude, Gemini, ChatGPT) for qualitative text synthesis and data analysis workflows.
• Methodological Agility: The ability to evaluate business questions and select the most effective research methodologies and reporting formats for your specific audience.
• Communication & Influence: Excellent storytelling skills with the ability to build data dashboards and confidently present strategic implications to executives.
• Curiosity & Drive: You are a self-starter who proactively identifies knowledge gaps and doesn’t wait for stakeholder requests, but seeks out solutions and insights that move the business forward.

Benefits

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed program]
• Free snacks and refreshments in each office location

Pay

Competitive compensation package including base salary, performance-based incentives, and equity.

Schedule

Full-time position with flexible work arrangements available.