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Director of Product - Customer Experience

Austin, Texas, United States

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 looking for a Director of Product to lead the Customer Experience products, which are used by our core customers of our products — 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. 

As Director of Product, Customer Experience, you’ll be responsible for shaping the vision and strategy for all customer-facing experiences across web and native apps. This includes critical business functions such as product purchase and setup, lead management, listing management, performance insights, branding, lead nurture and enrichment. You’ll lead a team of product managers, drive cross-functional collaboration, seek and incorporate direct customer feedback, and execute a high-impact roadmap that helps our customers succeed in a competitive real estate landscape.

This is a high-visibility role with ownership of products that sit at the heart of Realtor.com's value to its customers. We're looking for a strategic thinker who thrives on delivering customer impact, is energized by complex problems, and brings strong product leadership to drive clarity, creativity, and execution.

What Will You 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. This role requires deep collaboration with many cross functional customer facing teams from marketing to operations, to ensure product team is championing the voice of our customer and driving productivity and efficiency both internally and externally.

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.

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. People are our foundation—the core that drives us passionately forward. 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.

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