Program Administrator, Leads

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 Administrator, 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

1. 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

2. 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

3. 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

4. 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

5. 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 comm