Associate Manager, Agent Experience

Customer Operations

Associate Manager, Agent Experience

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.

At Compass, we are building a best-in-class technology platform to ensure our real estate agents can deliver a superior home buying or selling experience for their clients. As the Regional Manager, Agent Experience for Compass, you will lead a growing team of Agent Experience Managers.  This group is responsible for delivering exceptional experiences for our agents via the use of our technology platform, onboarding new agents, rolling out new products & services as well as supporting day-to-day operational needs.  

Your role will be central in driving agent satisfaction and retention through consistent improvement of our workflows & efficiencies of not only your teams, but also of our agents. Key responsibilities include developing efficient processes, integrating support across operational teams, and designing and implementing new services to enhance the agent experience and grow business. The ideal candidate loves roles where the top priority is delivering excellent agent experiences and derives energy from continuous improvement. The individual is a leader who motivates and mentors team members, drives cross-functional collaboration, and has a track record of success in delivering outstanding agent experiences through teams. 

Please note: this role is 100% on-site and will require 20% travel to our local offices.

 At Compass you will:

  • Lead, develop, and grow the Agent Experience team, including Associate Managers, AEMs & Senior AEMs, with a key focus on agent satisfaction and retention

  • Assist in office management needs by being the escalation point for your team of Agent Experience Coordinators manning the front desks

  • Evaluate key areas of responsibility and implement operational and process improvements, including agent on-boarding and assimilation, product training, and agent feedback implementation

  • Develop and execute strategic plans to educate, engage, and retain Compass agents, with the goal of building a successful environment that accelerates agent business growth

  • Spearhead initiatives to improve the experience for our agents by evaluating the effectiveness of current practices and analyzing data and results

  • Advise senior leadership on agent and operational needs in the region

  • Improve current systems that field incoming requests from agents and ensure that issues are resolved both promptly and thoroughly, with a strong agent-service mindset

  • Partner with our Product, Marketing, and Regional Leadership teams to drive continuous innovation and launch new services and tools

  • Partner with national Agent Experience and Operations peers across regions to identify and scale best practices and drive to functional excellence 

  • Own the market-level achievement and analysis of Agent Experience OCRs and KPIs

  • Mentor teams at scale for individualized professional development

  • Implement formal strategies/programs to drive continual improvement in training delivery and agent support

  • Ensure regional alignment to national Agent Experience priorities; provide local input to inform national priorities

  • Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change

What we're looking for:

  • B.A. or B.S. degree and 4-6 years experience leading an account management, agent service, or internal operations group 

  • Self-starter attitude and ability to exercise judgment and problem-solve with minimal supervision

  • Strong management experience, supporting diverse groups of people and scaling high-performing teams which includes experience managing and developing direct reporting teams of 10-15+ 

    • Experience managing other people managers required

  • Experience working in a decentralized work environment (e.g., virtually managing 1+ direct reports) 

  • Ability to think critically and strategically to evaluate current processes and innovate better systems amidst a high-growth, fast-changing environment

  • Proven ability to work directly with clients on solving complex issues and to think critically about our most challenging operational issues

  • Impeccable attention to detail and problem-solving skills

  • Strong written and verbal communication; ability to lead meetings with multiple parties

  • Highly organized; ability to multi-task and handle multiple deadlines simultaneously

Please note: this role is 100% on-site and will require 20% travel to our local offices.

Perks that You Need to Know About:

Participation in our incentive programs (which may include where eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, marriage 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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