LA-Based Agent Experience Leader

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

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