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Agent Operations Manager

$75k – $90k
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Real Estate agents are the experts who utilize Compass technology and tools to ensure a great experience for our consumers buying or selling a home. As the Agent Operations Manager for Compass NYC, you will lead our growing Agent Operations team as they manage the operational experience for our NYC based agents. You constantly think of ways to improve the workflow and efficiency of not only the Agent Operations team, but of the agents as well. You play a critical role in maintaining agent care and retention, a competitive advantage for Compass. Along with many others, some key responsibilities will include developing efficient processes, integrating support across teams, and designing and implementing new services. You strive to deliver excellent customer service and are continuously looking to improve. Acting as a leader, you motivate and mentor your team members, and synthesize from across the different functions who provide services for our agents.

At Compass you will:

Lead and continue to grow the team as the focal point for driving agent satisfaction and efficiency
Evaluate key areas of responsibility and implement operational improvements, including agent on-boarding and assimilation, training and development, and agent feedback
Devise and execute strategic plans to educate, engage, and retain Compass agents, with the goal of building a successful environment for all agents
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 organizational needs
Improve current systems that field incoming requests from agents and ensure that issues are resolved both promptly and thoroughly, with a strong customer-service mindset
Partner with our Product, Marketing, and Management teams to drive continuous innovation and launch new services and tools

What we're looking for:

Minimum of 4+ years experience in people management of account managers, customer success, customer engagement or internal operations experience
B.A./B.S. required
Self-starter attitude and ability to exercise judgment and problem-solve with minimal supervision
Experience managing diverse groups of people and building teams (hiring and developing)
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 ability 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
Flexibility to travel and work weekend hours as needed
At Compass, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.