Senior Product Operations Associate, Compass
The base pay range for this position is $32.00 - $41.00 per hour
Real estate technology platform
Open for applications
Real estate technology platform
1001+ employees
Open for applications
The base pay range for this position is $32.00 - $41.00 per hour
1001+ employees
Company mission
To help everyone find their place in the world.
Role
Who you are
- Are you passionate about putting technology to work? Are you seeking a career that allows you to develop in one of the world’s fastest growing companies, and to have a tremendous impact on that growth?
- Compass is looking for passionate, driven professionals with a strong technical aptitude and the ability to connect products and business to constantly improve the customer experience to join our Executive Escalations and Product Operations Team
- Bachelor's degree or comparable work experience
- 3+ years of experience in customer support, customer success, program management, or a related field
- Proven track record of managing cross-functional projects and customer escalations
- Solid analytical and problem-solving skills, with a data-driven approach to decision-making
- A detail-oriented platform thinker who can translate business objectives into a detailed, actionable plan
- Excellent communication and stakeholder management skills, with the ability to influence and align teams across the organization
- A self-starter who is comfortable with ambiguity and can thrive in a fast-paced, dynamic environment
- Excellent communication and interpersonal skills. Ability to maintain composure and customer and business focus while troubleshooting and problem solving
- Experience with JIRA, Zendesk, and other customer support tools
- Ability to manage multiple projects simultaneously and prioritize effectively
- Attention to detail and a commitment to delivering high-quality work
- Self-motivated and resourceful, with an ability to operate fairly independently
- Prior knowledge or experience in residential real estate
What the job involves
- The successful candidate will be at the center of our efforts to connect our world-class agents and technology. You will be responsible for managing executive escalations, driving feature requests, identifying top customer needs, managing cross-functional escalations, and ensuring a high-quality customer experience
- This role is perfect for anyone interested in identifying our customers’ needs and collaborating with our Product and Engineering teams, all to build the future of real estate together
- Manage executive escalations and product-based de-escalations to ensure prompt and effective issue resolution. These escalations can range anywhere from account specific issues to product gaps
- Interface with customers and leadership following negative support interactions, and identify opportunities to enhance the customer experience and drive down ticket volume
- Develop and implement a playbook for managing executive escalations, including issue resolution and LFR (Learn from Reality)
- Hold bi-weekly meetings with P&E (Product and Engineering) teams to raise known issues requiring prioritization for upcoming sprints. In these meetings,you will help P&E prioritize high impact, open bugs using Zendesk ticket data and ensure all JIRA tickets that are being prioritized have due dates
- Manage all incoming feature requests in the community based on learnings from escalations in meetings, and advocate for top-requested features identified by submitted feedback and Zendesk Explore dashboards
- Identify top customer needs with P&E teams and attend monthly meetings to drive delivery of bugs according to agreed timelines
- Participate in the planning of PRTs (Product Release Testing) and general releases, ensure supportability and identify usability issues/adoption drivers prior to launch through bug bashes and flagging user requirements
- Maintain support documentation in embedded product areas. Collaborate with the Content team to ensure all new product releases have comprehensive support documentation in the Knowledge Base
- Ensure a high-quality customer experience by streamlining product support. This includes answering product support tier 1 questions on Slack, training Support Engineers on customer-facing support tickets, and QA-ing tickets handled by SE for both resolution quality and tone
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 and 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.
In 2025, 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 reach and its tech-driven platform. This adds new revenue opportunities, positioning the company to help 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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