Program Administrator, Leads

Compass•New York, NY

6h•Onsite

About The Position

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. As a Program Administrator, Leads, you are responsible for serving as the operational backbone of the CIH Inventory & Leads Program by owning the intake, resolution, and continuous improvement of all field-facing inquiries. You will work closely with Corporate Strategy and cross-functional partners to ensure issues are resolved quickly and accurately while identifying root causes and strengthening the systems that support execution. This is an operations-focused role at the intersection of support, process improvement, and field experience, ensuring inbound inquiries are handled efficiently while transforming recurring issues into structured insights that enhance product, streamline processes, and reduce future demand.

Requirements

Highly structured operator who thrives in ambiguity and brings order to complex systems
Exceptional written and verbal communicator—clear, concise, and action-oriented
Strong pattern recognition and problem-solving skills
Comfortable managing high-volume workflows without sacrificing quality
Bias toward ownership

Nice To Haves

Experience in real estate, marketplace operations, or support functions preferred

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
Escalate with clarity. It is imperative to separate 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, support
Continuously refine documentation based on real-world usage
Partner with Field Enablement to proactively reduce inbound questions
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

Benefits

Participation in our incentive programs (which may include eligible cash, equity, or commissions)
paid vacation
holidays
sick time
parental leave
recharge leave
medical benefits
tele-health benefits
dental benefits
vision benefits
401(k) plan
flexible spending accounts (FSAs)
commuter program
life insurance
disability insurance
Maven (a support system for new parents)
Carrot (fertility benefits)
UrbanSitter (caregiver referral network)
Employee Assistance Program
pet insurance