Program Coordinator, Leads

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.

The CIH Inventory & Leads Program serves as the primary engine for capturing and converting high-intent consumer traffic into real estate transactions. Through strategic partnerships with Redfin.com and Rocket Mortgage, the program delivers a diversified lead pipeline to agents, including high-volume web inquiries and “finance-first” pre-qualified buyers.

As a Program Coordinator, Leads , you are responsible for serving as the operational backbone of the CIH Inventory & Leads Program by owning the intake, resolution, and continuous improvement of all field-facing inquiries. You will work closely with Corporate Strategy and cross-functional partners to ensure issues are resolved quickly and accurately while identifying root causes and strengthening the systems that support execution. This is an operations-focused role at the intersection of support, process improvement, and field experience, ensuring inbound inquiries are handled efficiently while transforming recurring issues into structured insights that enhance product, streamline processes, and reduce future demand.

Core Responsibilities

Inbound Queue Ownership

Own the centralized intake of all agent and field inquiries related to CIH inventory and leads, across inboxes, slack channels, feedback loops and escalations

Triage, prioritize, and resolve issues with urgency and sound judgment

Maintain and enforce response SLAs (same-day where possible)

Create structure in what is currently a fragmented inbound environment

Resolution Excellence & Field Communication

Deliver clear, actionable, and consistent responses to agents and field leaders to enable, surprise and delight

Ensure appropriate visibility to RVPs, Sales Managers, and Agent Experience partners

Standardize response frameworks to eliminate variability and confusion

Act as a trusted point of contact for field-facing issue resolution

Pattern Recognition & Issue Escalation

Identify recurring issues, friction points, and systemic gaps

Categorize inbound volume into actionable themes

Translate field pain into structured insights for Product, PMO, and leadership

Data for support and QA resourcing; insights for EC; evidence for prioritization by product

Escalate with clarity. It is imperative to separate noise from true signal

Knowledge Systems & Enablement

Build and maintain a centralized knowledge base and SSOT, including:

FAQs

Response templates for cross-functional teams

Escalation playbooks to product, support

Continuously refine documentation based on real-world usage

Partner with Field Enablement to proactively reduce inbound questions

Drive the shift from reactive support → self-service + proactive education

Cross-Functional Coordination

Serve as the daily connection between Field, Product, PMO, and Marketplace teams

Ensure issues are not only resolved, but addressed at the root level

Track and follow through on escalations to closure

Hold a high bar for operational accountability across teams

Success Metrics

SLA adherence (response time)

Time to resolution

Reduction in repeat / duplicate inquiries

% of issues resolved at root cause (vs. one-off fixes)

Field sentiment and confidence in the program

Adoption and utilization of knowledge base resources

Ideal Profile

Highly structured operator who thrives in ambiguity and brings order to complex systems

Exceptional written and verbal communicator—clear, concise, and action-oriented

Strong pattern recognition and problem-solving skills

Comfortable managing high-volume workflows without sacrificing quality

Experience in real estate, marketplace operations, or support functions preferred

Bias toward ownership

Work Location & Schedule: This is a full-time, agent and brokerage-facing position (40 hours per week) and ideally in a Compass International Holdings Hub location.

Compensation: The expected base pay for this position is $25 - $30 per per hour. This range reflects our good - faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program. We remain committed to fair pay practices and compliance with all California transparency requirements.

Perks that You Need to Know About:

Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.

Do your best work, be your authentic self.

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

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