Associate Manager, Agent Experience

Compass Real Estate - Peninsula; Santa Monica (CA); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Incentives and equity program

Paid vacation and holidays

Sick time

Parental leave

Health benefits

Dental and vision

401(k)

FSAs

Commuter program

Life and disability insurance

Maven

Carrot fertility

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass in Los Angeles, CA is seeking an Associate Manager to lead the Agent Experience team, guiding onboarding, marketing requests, and trainings. Work closely with regional leaders to anticipate agents' needs and deliver innovative solutions, ensuring smooth office operations and exceptional customer experiences.

You will manage a team of AE Managers & Coordinators, monitor OCRs and KPIs, and drive adoption of Compass products and programs while collaborating with senior leadership to improve

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 & Agent Experience Coordinators.
• Escalation point for front desk staff and office management needs.
• Own market-level new agent orientation experience for a smooth transition.
• Drive product and program adoption goals; assess regional go-to-market plans.
• Ensure OCRs & KPIs are met for direct reports.
• Develop and refine operational processes from conception to execution.
• Provide exceptional marketing support and ensure proper training for AEMs.
• Partner with senior leadership to monitor agent satisfaction and OCRs.
• Build relationships with agents as escalation and thought partner.
• Lead change management with multiple departments.
• Oversee prioritization of projects, onboarding, and initiatives.
• Create training materials for new hires for smooth integration.
• Be a culture carrier who inspires change with a constructive approach.

Skills

Client success

Team management

Communication

Problem solving

Collaboration

Education

BA/BS 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 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.

Notice for California Applicants

Los Angeles County Fair Chance Notice