Product Manager

Product Manager Concierge Operations

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. Are you a product expert? Are you looking to play a pivotal role in advancing the efficiency and effectiveness of how Realtor.com connects consumers with agents? If you want to expand your professional goals at Realtor.com, this is the role for you. Join us as our newest Product Manager, Concierge Operations and continue to Love Your Career at Realtor.com. Realtor.coms Concierge call center vets and connects home buyers and sellers (consumers) with real-estate professionals (customers) who are best suited to help with their individual needs. As Product Manager, Concierge Operations, you will be responsible for managing and evolving the platforms that power our Concierge team, including phone systems, scripting tools, call analytics, and referral fee collection. You will collaborate cross-functionally with engineering, operations, data, and customer experience teams to deliver solutions that optimize workflows, improve business outcomes, and leverage emerging technologies such as AI-driven voice and text. This is a high-impact role for a product leader passionate about operational excellence, user experience, and innovation in communication technology.

What Youll Do :

• Own the product vision, strategy, and roadmap for Realtor.coms Concierge communication infrastructure, including telephony, scripting, and analytics tools.
• Partner with stakeholders to identify pain points and opportunities to improve call agent efficiency, consumer vetting, and agent connections.
• Optimize the collection process for referral fees from leads transferred through the Concierge to agents, ensuring accurate tracking and timely collection when agents close on those leads.
• Evaluate, test, and implement AI-powered voice and text solutions to enhance agent productivity and consumer engagement.
• Analyze call data and agent performance metrics to inform product decisions and measure impact.
• Collaborate with engineering, operations, and 3rd party partners to deliver scalable, reliable, and secure communication solutions.
• Understand and champion the underlying core problem, ensuring product solutions address real-world needs and drive business outcomes.
• Stay current on industry trends in call center technology, AI, and customer experience to inform product strategy.

How We Work :

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

What Youll Bring :

How We Reward You :

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to :

Do the best work of your life at Realtor.com Here, youll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal : finding their way home. And youll find your way home too. At Realtor.com, youll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, well provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow. Diversity is important to us, therefore, Realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, marital status, status as a disabled veteran and / or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.