Senior Research Manager

Realtor.com Careers•Austin, TX

10d•Hybrid

About The Position

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions. Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance. We are seeking a strategic Senior Research Manager 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. By connecting the dots across complex data streams, you will uncover actionable insights into customer behaviors, needs, and key trends. If you excel at data-driven storytelling and leveraging Voice of the Customer (VoC) platforms to shape product and marketing strategies, you will thrive here.

Requirements

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.
Hands-on experience designing and managing programs in enterprise CX platforms (e.g., Medallia, Qualtrics, InMoment). Medallia experience is a strong plus.
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.
Proven expertise managing brand health trackers, NPS, CSAT, and CES methodologies, alongside tracking digital sentiment.
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
A track record of building trusted relationships, navigating competing priorities, and driving alignment across cross-functional teams to ensure research translates into action.
Practical experience using AI models (e.g., Claude, Gemini, ChatGPT) for qualitative text synthesis and data analysis workflows.
The ability to evaluate business questions and select the most effective research methodologies and reporting formats for your specific audience.
Excellent storytelling skills with the ability to build data dashboards and confidently present strategic implications to executives.
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.

Nice To Haves

Medallia experience is a strong plus.
Proficiency with SPSS, R, Python, or SQL is highly desirable.

Responsibilities

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