Product Manager

Product Manager – Concierge Operations Join us as our newest Product Manager and continue to Love Your Career at Realtor.com®. 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 you’ll do Own the product vision, strategy, and roadmap for Realtor.com®’s 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 third‑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, 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 you’ll bring 5+ years of product management experience, ideally with a focus on communication platforms, call center technology, or customer operations. Bachelor’s degree or equivalent experience. Experience working with or within call center environments is strongly preferred. Demonstrated success managing complex, cross‑functional projects from ideation through launch and iteration. Strong analytical skills, with the ability to interpret data and translate insights into actionable product improvements. Knowledge of compliance and privacy considerations in telephony and consumer data. Excellent communication, collaboration, and stakeholder management skills. Experience with AI/ML applications in customer service or communications preferred. How we Reward you Realtor.com is committed to investing in the health and wellbeing of employees and their families. The benefits programs include, but are not limited to: Inclusive and competitive medical, Rx, dental, and vision coverage Family forming benefits 13 paid holidays Flexible time off 8 hours of paid volunteer time off Immediate eligibility into Company 401(k) plan with 3.5% company match Tuition reimbursement program for degreed and non‑degreed programs One on one personalized financial planning sessions Student debt retirement savings match program Free snacks and refreshments in each office location 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