Senior Product Manager, Matching

Recognized as the No. 1 site trusted by real estate professionals, ® 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, ® 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.

Every lead sent to our premium customers is vetted and live-transferred to an agent through our Concierge Call Center, and which agent gets that lead is decided by a matching model that increasingly encodes customer-specific business rules, for example price-point eligibility or agent tier restrictions.

This role owns that matching model and everything downstream of it: the agent handoff experience, and the smaller product issues premium customers currently experience as bugs in that flow. You'll have a dedicated engineering team building this with you, and you'll work closely with the teams that own the customer-facing applications where these rules surface.

Recognized as the No. 1 site trusted by real estate professionals, ® 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, ® 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.

Every lead sent to our premium customers is vetted and live-transferred to an agent through our Concierge Call Center, and which agent gets that lead is decided by a matching model that increasingly encodes customer-specific business rules, for example price-point eligibility or agent tier restrictions.

This role owns that matching model and everything downstream of it: the agent handoff experience, and the smaller product issues premium customers currently experience as bugs in that flow. You'll have a dedicated engineering team building this with you, and you'll work closely with the teams that own the customer-facing applications where these rules surface.

• The matching model: which agent receives a vetted lead, including customer-configurable eligibility and preference rules (e.g. price-point-based agent restrictions) that surface in customer-facing applications.

• Answer-to-Claim and the agent handoff experience: the flow from a vetted lead to a claimed, worked lead.

• Smaller improvements: fixes and refinements to issues premium customers currently perceive as bugs in the handoff experience.

• Claim Rate and Assignment Rate: the two funnel metrics that roll up, together with the Call Center Platform PM's metrics, into overall Live Transfer Rate.

Call-center infrastructure sits with the Call Center Platform PM today. As the two roles mature this scope could expand to include call-center infrastructure.

• Own the roadmap for the matching mechanism in close collaboration with the customer experience teams, prioritized against Claim Rate and Assignment Rate impact

• Partner with engineering to turn customer-specific eligibility and preference rules into scalable configuration, not one-off logic per customer.

• Work with the teams owning customer-facing applications to ship the surfaces where customers set or see their matching rules.

• Triage and prioritize the smaller features premium customers experience as bugs in the handoff flow, and decide what's a quick fix versus a roadmap item.

• Track and report on Claim Rate and Assignment Rate, and how they roll up into overall Live Transfer Rate.

• Coordinate with the Call Center Platform PM to keep the boundary between matching logic and call-center execution clean, and help redraw that boundary if the role's scope expands.

• Represent this domain in…