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 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.
- 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 backend behavioral analytics) to tell a holistic story and drive business outcomes
- Stakeholder Management: A track record of building trusted relationships, navigating competing priorities, and driving alignment across cross-functional teams to ensure research translates into action.
- AI & Prompt Engineering: Practical experience using AI models (e.g., Claude, Gemini, ChatGPT) for qualitative text synthesis and data analysis workflows.
- Methodological Agility: The ability to evaluate business questions and select the most effective research methodologies and reporting formats for your specific audience.
- Communication & Influence: Excellent storytelling skills with the ability to build data dashboards and confidently present strategic implications to executives.
- Curiosity & Drive: You are a self-starter who proactively identifies knowledge gaps and doesn’t wait for stakeholder requests, but seeks out solutions and insights that move the business forward.
Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our 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
- Immediate eligibility into Company 401(k) plan with 3.5% company match
- Tuition Reimbursement program for degreed and non-degreed program]
- 1:1 personalized Financial Planning Session
- Student Debt Retirement Savings Match program
- Free snacks and refreshments in each office location
We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our office in Austin, TX, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.
Do the best work of your life at Realtor.com®
Here, you’ll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you’ll find your way home too. At Realtor.com®, you’ll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, we’ll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.
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.
Skills Required
- Bachelor's degree in social sciences, physical sciences, statistics, HCI, business analytics, human factors or related AND 5+ years professional experience (Master's/PhD substitutions allowed).
- Hands-on experience designing and managing enterprise VoC platforms (Medallia, Qualtrics, InMoment).
- Manage and optimize CSAT, NPS, CES, brand health trackers, and digital sentiment tracking programs.
- Advanced quantitative analysis skills (driver analysis, cluster analysis) and experience working with large-scale survey and operational datasets.
- Proficiency with analytics/statistics tools such as SPSS, R, Python, or SQL.
- Experience building executive-ready dashboards and data storytelling using tools like Tableau or Looker.
- Practical experience using generative AI models (Claude, Gemini, ChatGPT) and prompt engineering for qualitative text synthesis and automation.
- Experience managing VoC program operations, closed-loop feedback processes, and vendor/research agency oversight.
- Proven cross-functional stakeholder management and ability to translate research into strategic recommendations.
- Methodological agility to select appropriate research approaches and reporting formats for business questions.
- Self-starter mindset with curiosity to proactively identify insights and drive initiatives.
What the Team is Saying
Realtor.com Compensation & Benefits Highlights
-
Parental & Family Support — Paid parental leave for primary and secondary caregivers is complemented by backup child and adult care, lactation support, and adoption assistance. Family-building resources and a dependent care FSA broaden support across life stages.
-
Inclusive Benefits Coverage — Health plans span reproductive care, fertility and family‑building, gender‑affirming coverage, autism programs, telemedicine, and mental‑health resources for adults and children. This breadth signals inclusive coverage for diverse needs.
-
Retirement Support — A 401(k) with employer match is offered with Traditional and Roth options, alongside life/AD&D and disability protections. These elements provide structured long‑term financial support.
Realtor.com Insights
What We Do
We pioneered the world of digital real estate more than 25 years ago. Today, through our website and mobile apps, we are a trusted guide for consumers, empowering more people to find their way home by breaking down barriers, helping them make the right connections, and creating confidence through expert insights and guidance. For professionals, we are a trusted partner for business growth, offering consumer connections and branding solutions that help them succeed in today's on-demand world.
Why Work With Us
The way home begins with you. With a diverse team of experts alongside you, you’ll help us reach new heights at the forefront of the digital real estate space. Bring your extensive knowledge and deep expertise and collaborate with other passionate visionaries to lead our industry and revolutionize the way people find home, in every form.
Gallery
Realtor.com Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
