Associate Manager, Regional Operations - Urban Compass

At Compass, we envision a world where the experience of selling or buying a home is simple, efficient and pleasant for everyone. Founded in 2012, Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to their seller and buyer clients, all in service of our mission to help everyone find their place in the world. 

As an Associate Manager on the Operations team at Compass, you will oversee the agent experience & marketing teams 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.  You will ensure that your team is delivering a great customer experience via agent onboarding, delivering on 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. 

At Compass You Will:

• Coach, train and lead a team of Agent Experience Managers & Agent Experience Coordinators, Marketing Advisors, & Marketing 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 the team is executing comprehensive preparation to deliver a smooth transition experience, and setting the bar high for the agent experience at Compass
• Own Compass product and program adoption goals, diagnosing if regional go-to-market plans are effective and adjusting/iterating where necessary
• Responsible for ensuring OCRs & KPIs are met for the direct reports you oversee
• Manage and create operational process and efficiency from conception through implementation and ongoing facilitation
• Ensure that the team provides exceptional marketing support to the customers & ensure employees have the 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.
• Responsible for hiring, managing, and retaining a top-notch team of ICs that effectively, efficiently, and intelligently handles all regional needs for our customers
• Mentor and elevate the skill-set of your team across marketing disciplines, and to best serve our customers
• Coach your team to make sure their strategies are driving to business growth for our agents, the recommended tactics are sound, and drive efficiencies with the project management workflow 
• Advise Leadership by surfacing customer and team feedback, lessons learned, and proposed strategies to meet business goals
• Foster a culture of partnership amongst the customer operations team soliciting feedback and facilitating the sharing of best practices; uses both to advise senior leadership on the agent, employee, and organizational needs

What We're Looking For:

• B.A. or B.S. degree
• 3-5 years in client success or relationship management or in a marketing or branding role; agency and creative production experience preferred
• 1-2 years of team management experience
• Experience with Zendesk and Salesforce offerings is a plus
• 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
• Working knowledge of top social media platforms including Facebook, Instagram, & YouTube, and their ad platform (i.e Facebook Ads Manager), Adobe Suite products (Indesign, Photoshop, etc.), and Experience with Workfront project management software is a plus

The base pay range for this position is $80,700-$95,000 annually; however, 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. Minimum wage for the position will always be met.