MLS Product Delivery Manager

unlock MLS and Austin Board of Realtors • Austin, TX

6h • Hybrid

About The Position

ABoR is seeking an MLS Product Delivery Manager to serve as a senior-level resource responsible for coordinating product releases, driving continuous improvement across MLS services, and providing support for escalated subscriber issues. This role functions as a connective layer between subscriber needs, product performance, and organizational strategy, ensuring that day-to-day support excellence informs long-term product and business decisions. The team members have fun, hustle hard, and are committed to fostering the most engaged and professional REALTORS® in the nation.

Requirements

• 3-5 years minimum experience in product operations, release management, technical support, or related role
• Experience with MLS or similar third-party software, real estate data standards, or proptech platforms
• Demonstrated ability to manage multiple concurrent projects with cross-functional stakeholders
• Strong analytical skills – ability to work with ticket data, feedback trends, and operational metrics
• Experience with project management tools such as Asana, Jira, Monday.com, or equivalent
• Excellent written communication skills, including experiencing writing technical documentation or subscriber facing content
• Ability to work in a hybrid work environment, from home and in-person

Responsibilities

• Own end-to-end release coordination process for all MLS platform updates and feature deployments.
• Develop and maintain project documentation, including requirement specifications, timelines, risks, and status reports to MLS Director and other project stakeholders.
• Lead end-user acceptance testing with internal and external stakeholders.
• Serve as primary internal point of contact during release windows, ensuring support staff is prepared and monitoring post-release stability for rapid response when issues emerge.
• Draft and distribute subscriber-facing release communications, including release notes in advance of product changes.
• Serve as primary contact with MLS system vendors to organize and lead assigned technology projects.
• Lead periodic product briefings, training sessions, or webinars for subscribers and staff to drive adoption of new or updated tools.
• Build and maintain a structured feedback loop – collecting input from tier 1 and 2 support tickets, subscriber surveys, and planned focus groups.
• Analyze ticket trends, recurring issues, and feature requests to identify improvement and innovation opportunities.
• Own and maintain internal knowledge base, ensuring documentation reflects current product behavior after each release.
• Maintain working relationships with product vendors, integration partners, and ancillary tool providers.
• Research, evaluate, and present emerging technologies and tools — including PropTech, AI-driven solutions, and MLS-adjacent platforms — that could enhance products, member experience, or internal operations.
• Handle escalated support tickets for complex, recurring, or high-impact product and system issues, ensuring timely resolution and clear subscriber communication throughout.
• Serve as subject matter expert for RESO web API data feeds and ancillary distribution tools.
• Cross-train and provide back-up support for other department staff members as assigned.
• Directly manage, mentor, and develop two direct reports: MLS Product Support Tech (Tier 2) and the MLS Technical Specialist.
• Set clear performance expectations, conduct regular 1:1s, and deliver formal performance reviews.
• Manage workload distribution across the team, balancing tier 2 escalations, integration work, and project assignments.
• Foster a collaborative, accountable team culture aligned with organizational values.
• Undertake special projects as assigned.

Benefits

• Health, vision, and dental coverage effective on the first day of the month after your start date
• Eligibility for 401(k) plan, HSA, and flexible spending accounts subject to plan terms.
• Eligibility for company-paid benefits such as life insurance, short- and long-term disability and long-term care, subject to applicable waiting periods.
• Company-paid holidays and two floater days.
• Paid sick and vacation time earned on an accrual basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed