Senior Product Operations Associate

Senior Product Operations Associate at Compass based in our New York HQ. You will manage executive escalations and product-based de-escalations to resolve issues, interface with customers and leadership to improve the customer experience, and drive down ticket volume. You’ll develop and implement a playbook for managing escalations, hold bi-weekly cross-functional meetings with Product & Engineering to prioritize bugs and open tickets in Jira, manage incoming feature requests from the community, and advocate for top-requested features. You’ll identify top customer needs with Product & Engineering teams, participate in Product Release Testing and general releases, maintain and enhance support documentation in the Knowledge Base, and ensure a high-quality customer experience by supporting Tier 1 questions, training Support Engineers, and QA’ing tickets. Required qualifications include a Bachelor's degree or comparable work experience, 3+ years in customer support/success/program management, experience with Jira/Zendesk, ability to manage multiple projects, attention to detail, and prior knowledge of residential real estate.