Associate Manager, Agent Experience

Compass, Inc.; Los Angeles (CA); Hybrid; USD 90,000 - 100,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Commuter program

Fertility benefits

Training & development

Job summary

Compass is seeking an Associate Manager for the Agent Experience team in Los Angeles, overseeing a cross-functional group to deliver best-in-class agent support. You will lead onboarding, marketing requests, trainings, and resources to meet agents’ business needs while partnering with senior leadership on improvements.

The role is 100% in-office in Los Angeles, with responsibilities spanning coaching, office operations, program adoption, and KPI management.

Qualifications

• 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.
• Exceptional written and verbal communication.
• 1-2 years experience in real estate brokerage industry or technology a plus.

Responsibilities

• Coach, train and lead a team of Agent Experience Managers & Coordinators.
• Oversee office management and front desk escalation points.
• Own the market-level new agent orientation experience for smooth transitions.
• Drive product adoption goals and adjust regional go-to-market plans as needed.
• Ensure OCRs & KPIs are met for direct reports.
• Develop operational processes from conception through implementation.

Skills

Client success

Team management

Zendesk

Salesforce

Attention to detail

Communication

Real estate industry experience

Education

Bachelor's degree

Tools

Zendesk

Salesforce

Job description

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.

As an Associate Manager on the Agent Experience team at Compass, 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. 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.

Please note: This role is 100% in office in Los Angeles, CA.

At Compass You Will:

• 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 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 AEMs 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.
• 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
• 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

Compensation:

The salary pay range for this position is $90,000-$100,000; 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.

Perks that You Need to Know About:

• Participation in our incentive programs (which may include eligible cash, equity, or commissions).
• Plus 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 (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 Principlesand 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.

Notice for California Applicants

Los Angeles County Fair Chance Notice