Director of Product - Customer Experience

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. Job Overview We are looking for a Director of Product to lead the Customer Experience products, which are used by our core customers—real estate agents, agent teams, and brokers—to manage and grow their businesses on Realtor.com when purchasing various products across leads, branding, and listings. What You Will Do? Product Strategy & Vision: Define and drive the product strategy and roadmap for Realtor.com's customer-facing tools across web and mobile, ensuring alignment with company goals and customer needs. Own the vision for a unified, intelligent platform that supports real estate professionals from lead to close. Team Leadership & Development: Lead, coach, and grow a team of talented product managers. Foster a culture of innovation, accountability, and bold thinking, while building systems to scale execution and elevate product quality across lead management, listings, insights, and engagement tools. Customer Experience Ownership: Champion the end-to-end user experience across customer tools, ensuring Realtor.com is delivering best-in-class solutions on web and native platforms. Be a customer advocate and ensure product design reflects the workflows and priorities of agents and brokers. Cross-functional Collaboration: Partner with engineering, design, data, marketing, sales, and customer support to ensure delivery of seamless, impactful products. Align teams around shared goals and foster strong execution from planning to launch. Customer Insights & Data-Driven Decisions: Leverage customer research, usage data, and market insights to inform product decisions. Prioritize based on impact, ROI, and business opportunity, and continuously iterate on existing tools to meet evolving needs. Innovation & Competitive Analysis: Stay current on proptech trends, emerging technologies, AI-based solutions, and competitive offerings. Use that knowledge to propose bold, forward-looking product strategies that differentiate Realtor.com. Stakeholder Management & Communication: Communicate progress, priorities, and outcomes effectively to senior leadership and key stakeholders. Gain alignment across teams and advocate for product initiatives that drive long-term customer and business success. Performance Metrics & KPIs: Define clear success metrics for your portfolio, and use them to monitor progress, identify opportunities, and drive continuous improvement. What You'll Bring 12+ years of product management experience, with 5+ years in product leadership roles, ideally building tools or platforms for B2B or prosumer audiences Strong understanding of B2B customer tools and workflow platforms, performance and analytics dashboards, customer engagement tools, and CRM tools. Specific experience in lead-based business preferred Proven experience leading web and native app experiences at scale Strong leadership skills with the ability to coach and scale high-performing teams Demonstrated ability to develop and drive cohesive product strategies that span multiple domains or functional areas High customer empathy and a user-centered approach to product design and decision-making Excellent communication, influence, and stakeholder management skills Comfort with ambiguity and ability to manage multiple complex initiatives simultaneously Experience working in or building for real estate, SMB, or marketplace businesses is a plus Familiarity with AI/ML technologies and how they can be applied to enhance customer workflows and automation is a strong plus 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 Austin office, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together. Equal Opportunity Statement 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. #J-18808-Ljbffr Fairygodboss