Senior Product Operations Associate

Senior Product Operations Associate at Compass, onsite in New York, NY, with an hourly rate of $32-$41, focused on managing executive escalations, driving feature requests, and safeguarding a high quality customer experience in partnership with Product and Engineering.

Responsibilities

• Oversee executive escalations and product related de-escalations to ensure timely and effective issue resolution, spanning account specific issues to product gaps.
• Engage with customers and leadership after challenging support interactions to surface opportunities to improve the experience and reduce ticket volume.
• Create and implement a playbook for handling executive escalations, including issue resolution steps and Learn from Reality (LFR) processes.
• Lead bi weekly sessions with Product and Engineering to surface known issues needing prioritization for upcoming sprints.
• Assist Product and Engineering in prioritizing high impact open bugs using Zendesk data and ensure prioritized JIRA tickets have due dates.
• Coordinate all incoming feature requests from the community based on learnings from escalations, advocating for top requested features identified by feedback and Zendesk Explore dashboards.
• Collaborate with Product and Engineering to identify key customer needs and participate in monthly meetings to drive bug delivery within agreed timelines.
• Contribute to planning Product Release Testing and general releases, confirm supportability, and flag usability or adoption issues prior to launch through bug bashes and capturing user requirements.
• Maintain support documentation within embedded product areas and partner with the Content team to ensure Knowledge Base coverage for new releases.
• Support a high quality customer experience by handling Tier 1 product support questions on Slack, training Support Engineers on customer-facing tickets, and QA-ing tickets handled by Support Engineers for resolution quality and tone.

Requirements

• Bachelor's degree or comparable work experience
• 3+ years in customer support, customer success, program management, or a related field
• Proven track record of managing cross-functional projects and customer escalations
• Strong analytical and problem solving skills with a data driven approach to decision making
• Detail oriented platform thinker who can translate business objectives into actionable plans
• Excellent communication and stakeholder management skills, with the ability to influence and align teams across the organization
• Self starter who is comfortable with ambiguity and thrives in a fast paced, dynamic environment
• Strong interpersonal skills, maintaining composure while troubleshooting and solving problems
• Experience with JIRA, Zendesk, and other customer support tools
• Ability to manage multiple projects concurrently and prioritize effectively
• Attention to detail and a commitment to delivering high quality work
• Self-motivated and resourceful, able to operate with a degree of independence
• Prior knowledge or experience in residential real estate

Technologies

• Zendesk
• JIRA
• Slack
• Zendesk Explore

Benefits

• Participation in incentive programs with potential cash, equity, or commissions
• Paid vacation
• Holidays
• Sick time
• Parental leave
• Recharge leave
• Medical benefits
• Tele health benefits
• Dental benefits
• Vision benefits
• 401(k) plan
• Flexible spending accounts (FSAs)
• Commuter program
• Life and disability insurance
• Maven (support system for new parents)
• Carrot (fertility benefits)
• UrbanSitter (caregiver referral network)
• Employee Assistance Program
• Pet insurance