Program Coordinator, Compass
Leads
$25 - $30 per hour
Real estate technology platform
Be an early applicant
Real estate technology platform
1001+ employees
Be an early applicant
$25 - $30 per hour
1001+ employees
Company mission
To help everyone find their place in the world.
Role
Who you are
- 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
- Experience in real estate, marketplace operations, or support functions preferred
- Bias toward ownership
What the job involves
- 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 Coordinator, 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
- Inbound Queue Ownership:
- 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
- Resolution Excellence & Field Communication:
- 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
- Pattern Recognition & Issue Escalation:
- 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
- Data for support and QA resourcing; insights for EC; evidence for prioritization by product
- Escalate with clarity. It is imperative to separate noise from true signal
- Knowledge Systems & Enablement:
- 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
- Cross-Functional Coordination:
- 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
- Success Metrics:
- SLA adherence (response time)
- Time to resolution
- Reduction in repeat / duplicate inquiries
- % of issues resolved at root cause (vs. one-off fixes)
- Field sentiment and confidence in the program
- Adoption and utilization of knowledge base resources
- This is a fully remote, full-time position (40 hours per week). The schedule is either Sunday through Thursday or Tuesday through Saturday
Our take
Compass uses an AI-driven platform to smooth out and speed up the process of buying, selling, or renting property. It functions much like a traditional broker, but employs tech to reduce the time, uncertainty, cost and friction of transactions for buyers, sellers & agents.
It's disrupting a sector so far largely averse to tech innovation, allowing users to close deals in less time than the industry average of 30-45 days. Compass is now the largest independent real estate brokerage in the USA, with over 29,000 agents nationwide.
Recently, Compass acquired Anywhere Real Estate in a major leap that cements its place among the biggest players in US property. By uniting leading brokerage brands and expanding its agent network on a massive scale, Compass strengthens both its readch and its techn-driven platfrom. The move add new revenue opportunities and efficiencies, positioning the company to navigate today's tough housing market and shape the future of real estate.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jul 2019
$370m
SERIES G
Sep 2018
$400m
SERIES F
Total funding: $1.5bn
Company HQ
Midtown Manhattan, New York, NY
Leadership
Robert Reffkin
(Founder & CEO)After 2 years at McKinsey, Robert worked as a Lazard Associate and White House Fellow. They joined Goldman Sachs in 2006, where they worked as VP of Principal Investment before leaving in 2012 to found Compass. Alongside this, Robert ran 50 marathons in 50 states to raise $1 million dollars for for youth education and enrichment programs.
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