Associate Manager, Agent Experience
Founded in 2012, Compass is revolutionizing the real estate industry with an end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.
About the role
As an Associate Manager on the Agent Experience team, you will oversee the agent experience by leading a collaborative cross-departmental team providing best-in-class agent support. As an in-house brand ambassador, you will work with regional and market-based leaders of our talented teams—including sales managers, marketing strategists, product engineers, and real estate experts—to anticipate agents’ needs and create innovative solutions. You will assist in ensuring our offices run smoothly and are well kept, and ensure your team delivers a great customer experience via agent onboarding, marketing requests, product trainings, and more.
You’ll develop a nuanced understanding of agents’ businesses and operational needs and will work closely with senior Compass leadership to continuously improve our agent resources and offerings.
This role is 100% in office in Los Angeles, CA.
Responsibilities
- Coach, train, and lead a team of Agent Experience Managers & Agent Experience Coordinators
- Assist in office management needs by being the escalation point for your team of Agent Experience Coordinators manning the front desks
- Own the market-level new agent orientation experience, ensuring comprehensive preparation to deliver a smooth transition and setting a high bar for agent experience at Compass
- Own Compass product and program adoption goals, diagnosing regional go-to-market plan effectiveness and adjusting/iterating where necessary
- Ensure OCRs & KPIs are met for the direct reports you oversee
- Manage and create operational processes and efficiencies from conception through implementation and ongoing facilitation
- Ensure the team provides exceptional marketing support to customers and that AEMs have proper training to be successful
- Partner with Director of Operations and senior Compass leadership to monitor agent satisfaction and organizational OCRs
- Build strong relationships with agents to act as a point of escalation and thought partner
- Master best practices and drive change management in partnership with multiple departments
- Assist with prioritization of projects, onboardings, and initiatives
- Build robust training materials for new hires to ensure successful integration into Compass
- Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change
Requirements
- B.A. or B.S. degree
- 3-5 years in client success or relationship management
- 1-2 years of team management experience
- Experience with Zendesk and Salesforce offerings
- Impeccable attention to operational detail and problem-solving skills
- Team player adept at collaborating with others
- Self-starter attitude and ability to exercise judgment and problem-solve with minimal supervision
- Continuous desire to improve existing processes and develop creative solutions
- Exceptional written and verbal communication
- 1-2 years experience in real estate brokerage industry or technology (a plus)
Pay
The salary pay range for this position is $90,000-$100,000. Base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location, and the minimum wage for the position will always be met.
Benefits
- Participation in incentive programs (eligible cash, equity, or commissions)
- 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 (support system for new parents)
- Carrot (fertility benefits)
- UrbanSitter (caregiver referral network)
- Employee Assistance Program
- Pet insurance