Senior Technical Program Manager

Compass-posted 2 months ago

$80,300 - $120,200/Yr

New York City, NY

1,001-5,000 employees

Professional, Scientific, and Technical Services

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You will help Compass become the leading source of New York City (NYC) real estate information by using a metrics-driven, continuous improvement approach to preempting and resolving the root causes of NYC data quality issues. You will provide operational oversight as the single point of ownership for identifying product and process improvements to help scale our NYC business. You will work cross-functionally with product managers, engineers, data analysts, operational/support teams, and key business stakeholders to grow and maintain the Compass Search and Listings platform, to the benefit of the key NYC market. As a vital member of the Data Operations team, you will play a critical role in ensuring the highest level of NYC search and listings data quality, to effectively power all of our products and proprietary agent tools serving customers in the region.

Guide Compass to become the leading source of real estate information in NYC by identifying and helping develop solutions for listing and building data quality challenges
Define, monitor, and improve key data quality and health metrics to evaluate the effectiveness of product and operational efforts to create value for agents and clients
Collaborate with agents, sales managers, regional leads, and other stakeholders to identify, define, and prioritize the problems they face
Assist with the identification of product and process improvements to reduce the volume of data quality issues affecting our NYC customers
Establish and execute on a roadmap of product and operational improvements that deliver systemic solutions to customer problems
Serve as the primary point of contact for NYC customer escalations
Oversee and iteratively improve existing processes to maintain sales and rental listing data coverage and quality, including contract and sold data verification, ACRIS updates, and third-party data comparisons
Receive, review, and action inbound requests from external partners, including REBNY, OLR, and others
Coordinate across teams to ensure issues are resolved in a timely manner and that NYC customers and other key stakeholders are aware of the resolution status and timing
Prepare and present periodic progress updates to regional leadership and agents

3-5 years experience in program management, customer-facing data and/or software support roles, or equivalent, ideally within the context of NYC residential real estate
Experience leading continuous improvement initiatives related to data quality, product support, or similar processes to the benefit of end customers
Experience resolving customer-facing issues in partnership with product managers and/or engineers, leveraging software-based ticketing systems such as Zendesk, Jira, or similar
Experience analyzing structured and unstructured datasets using advanced spreadsheet formulas and techniques
Excellent problem-solving and communication skills, with the ability to translate complex technical issues into clear, concise program updates for both technical and non-technical audiences
Demonstrated ability to prioritize and manage multiple concurrent issues, identify and consolidate related issues, track progress across teams, and escalate effectively when needed
Track record of success collaborating across a wide range of internal and external stakeholders, including engineers, data analysts, product managers, and customers/clients
Proven ability to take ownership of issues end to end, ensuring thorough follow-through from identification to resolution
Fast learning self-starters, who are technically skilled, open-minded, and willing to adapt to changing situations

Familiarity with large-scale data pipelines, ETL applications, REST APIs, and web/mobile products is a plus
Located in New York City (sorry, no remote)

Bonuses and restricted stock units may be provided as part of the compensation package
Full range of benefits

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