Job Opportunities API

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. We are seeking a strategic Senior Research Manager, Tracking to lead our Consumer and Client tracking programs. Reporting to the VP of Research & Insights , you will own some of our most important initiatives - our CSAT and Client NPS programs, helping us understand how consumers and real estate professionals perceive our products and experiences over time.  By connecting the dots across complex data streams, you will uncover actionable insights into customer behaviors, needs, and key trends. If you excel at data-driven storytelling and leveraging Voice of the Customer (VoC) platforms to shape product and marketing strategies, you will thrive here. What You’ll Do Own the Tracking Ecosystem: Manage and optimize Realtor.com’s Customer Satisfaction (CSAT) and Client Net Promoter Score (NPS) programs from end to end. Drive Business Outcomes: Uncover the “root cause” of problems by utilizing multiple sources of data across sources (Google Trends, Snowflake, Medallia, etc.) Quantitative Data Analysis: Perform complex statistical analysis on large-scale survey data and operational metrics to identify key drivers of customer satisfaction, friction, and abandonment. CX Platform Management: Act as the primary researcher for our VoC program (currently Medallia), designing and maintaining surveys, dashboards, and closed-loop feedback processes. AI Integration & Automation: Use generative AI tools and prompt engineering to analyze open-ended text, scale research operations, and streamline workflows. Cross-Functional Partnership: Partner with Product, Marketing, Sales, and Customer Care to translate feedback into strategic recommendations that drive roadmaps and business growth. Data Storytelling: Distill complex data into compelling, executive-ready presentations and optimize dashboards (e.g., Tableau, Looker) that inspire leadership to action and address stakeholders’ needs. Vendor Management: Oversee external research agencies and platform vendors to ensure optimal design, methodology, and budget use. What You’ll Bring Education & Experience:   Minimum Qualifications - A Bachelor's degree from an accredited university in social sciences, physical sciences, statistics, human-computer interaction, business analytics, human factors or other related fields AND 5+ years of professional experience. A Master’s degree may be substituted for 2 years of experience. A PhD may be substituted for 4 years of experience.   VoC Platform Experience: Hands-on experience designing and managing programs in enterprise CX platforms (e.g., Medallia, Qualtrics, InMoment). Medallia experience is a strong plus. Quantitative Expertise: Advanced skills in statistical techniques (e.g., driver analysis, cluster analysis) and working with large datasets. Proficiency with SPSS, R, Python, or SQL is highly desirable. Tracking Proficiency: Proven expertise managing brand health trackers, NPS, CSAT, and CES methodologies, alongside tracking digital sentiment. Analytical Storytelling:  Demonstrated track record of tying multiple data sources together (survey research, online social sentiment, and b