Operations Data Analyst

Real is a fast-growing national real estate brokerage powered by technology. Real is currently operating in all U.S. states, Canada, and the District of Columbia. Founded in 2014, Real is a trailblazer in the Residential Real Estate industry, as we lead the disruption with our cutting-edge technology platform. We are on a mission to revolutionize the home-buying and selling process, making agents' lives better while creating lucrative financial opportunities for them.

For more information, visit https://www.onereal.com/

Location: Remote - US. Candidates MUST be based in the US to be considered.  

Job Summary:

We are seeking an Operations Data Analyst to join the Brokerage Operations department at Real. In this role, you will focus on developing and presenting operational reports that drive key business decisions and improve efficiency. You will be responsible for designing and maintaining dashboards (e.g., headcount, staffing drivers, scheduling), creating KPI reports across various teams, and compiling customer satisfaction insights (both quantitative and qualitative). Rather than deep statistical analysis, this role will center on structuring, visualizing, and communicating data in a clear and actionable way for leadership and operational teams.

Duties/Responsibilities:

• Executive Reporting: Deliver monthly KPI reports to the COO and operations leadership, providing insights into business and team performance.

• Staffing & Budget Drivers: Build and deliver monthly staffing driver analyses to support strategic hiring decisions.

• Defect Rate & Issue Analysis: Develop and manage the issue type dashboard (via ZenDesk) and data taxonomy to identify customer support challenges and recommend defect-reduction strategies.

• KPI Dashboards: Create and maintain performance dashboards for operational teams, including support, onboarding, team success, brokers, enablement, transactions, and the Canada deals team.

• Customer Experience Analysis: Analyze customer sentiment, satisfaction, and survey data to uncover customer insights and trends that enhance the customer experience.

• Production Reporting: Collect and produce quarterly agent production reports to monitor and support agent performance. 

Required Skills/Abilities: 

• Exceptional analytical, critical thinking, and problem-solving abilities.

• Strong attention to detail with the ability to manage multiple tasks and priorities effectively.

• Excellent verbal and written communication skills; capable of presenting complex analyses in an accessible way.

• High degree of integrity when working with sensitive and confidential information.

Education and Experience:

• Bachelor’s degree or higher in business analysis, business administration, finance, or a related field.

• 3+ years of experience in data analysis, consulting, or operations.

• Proficiency in Google Sheets/Excel for data analysis and reporting.

• Experience with ZenDesk reporting (preferred, not required). 

• SQL or PowerBI experience (preferred, not required). 

• Experience in a technology company environment.

• Real estate industry knowledge or experience (bonus, not required).

Must-Have:  Ability to truly encompass our Company Core Values

• Work Hard. Be Kind

• “We” are bigger than “me”

• Tech x Humanity

Physical Requirements: 

• Sit for long periods of time

Real is proud to be an equal-opportunity workplace employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability, or any other characteristic protected by law.