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Compass // tech-enabled real estate platform & brokerage
 
Greater New York City    Posted: Friday, November 20, 2020
 
   
 
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JOB DETAILS
 

As a member of our Agent Operations Team, you will oversee the agent experience at Compass, collaborating across departments to provide best-in-class agent support. As an in-house brand ambassador, youll work with our talented team of marketing strategists, graphic designers, product engineers, & real estate experts to anticipate agents needs & develop innovative solutions. Youll develop a nuanced understanding of agents businesses & operational needs & will work closely with Compass leadership to continuously improve our agent resources & offerings. The Agent Operations Team is an integral part of the Agent Management, Operations, & Human Capital efforts at Compass. This position is remote & may sit in any of our established entities. 

At Compass You Will:

  • Coach, train & lead a centralized team of remote Onboarding Specialists (OBS)
  • Own the national-level agent onboarding experience (preboarding through an agents first day)
  • Complete quality checks, audits, & AHT assessments of OBS to ensure the team is operating efficiently while setting the bar high for the agent experience at Compass
  • Own Compass product & program adoption goals related to agent onboarding, diagnosing if strategies are effective & adjusting/iterating where necessary
  • Create & maintain national SOPs/best practices related to onboarding, educate the team & ensure consistency in approach/application
  • Partner with Central Ops, Growth, & other Compass orgs to ensure centralized agent onboarding process meets the needs of all organizational stakeholders  
  • Partner with SGMs to provide support/leverage to the regional recruitment process
  • Assess & drive OBS team efficiency in order to determine incremental scope the OBS team can support (ex. Disassociation process)
  • Assist with prioritization of projects, onboardings, & initiatives
  • 50% team & talent management
  • 30% centralized onboarding process creation & optimization
  • 10% partnering with Central Ops & other organizational stakeholders 
  • 10% ad hoc project management

What We Look For:

  • Self-starter attitude & ability to exercise judgment & problem-solve with minimal supervision
  • Experience with Zendesk & Salesforce 
  • Team player adept at collaborating with others
  • Continuous desire to improve existing processes & develop creative solutions
  • Exceptional written & verbal communication
  • 3-5 years in client success or relationship management
  • Previous management experience a plus
  • Previous experience in real estate industry or technology a plus

At Compass, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community of different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyones place.

 
 
 
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