Senior Agent Experience Manager

As the Senior Agent Experience Manager you are a critical thought partner in the agent experience team in driving regional strategy and execution of key projects in the market. You will build training and operational procedures, and update documentation to ensure both your peers and customers are built for success. You will work with your Regional Leadership team to ensure you are meeting the OCRs & KPIs in the market and ensure operational excellence.

Please note: this role is 100% in-office 

At Compass You Will:

• Support local employee enablement efforts by facilitating team training and keeping internal documentation up-to-date

• ​​Document and continuously improve best practices, resources, and SOPs

• Act as a local subject matter expert and promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions

• Lead ongoing projects such as overseeing national and regional projects, driving adoption of our products and program, strategic & customer-centric initiatives, and new Expansion/M&A activity

• Manage a small portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings

• Foster a culture of partnership facilitating the sharing of best practices, soliciting feedback, and informing communication strategies and selecting which practices are the best to drive success in the region

• Provide essential marketing support by answering questions, creating listing presentations, postcards, and other collateral, and being the liaison to marketing specialists for more complex support requests

• Assist management and own the monitoring of progress against key success metrics select ways to course-correct as needed (with oversight from management), then oversee implementation of proposed solution

• Partner with the National Onboarding team on the development and facilitation of strategy to onboard new, high-touch customers

What We're Looking For:

• 3-5 years of experience in customer service, training, hospitality, or operations

• 1-2 years of experience managing projects and facilitating employee training

• Previous experience in real estate a plus

• The ability to establish credibility with key agent decision-makers and influencers

• Great listening skills, connects well with others, and is empathetic of the customer’s pain points

• Skilled communicator with great interpersonal skills, ability to build and manage relationships

• Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly

• Has multi-tasking down to a science 

• Thrives in a demanding, fast-paced environment

• Ability to work in the office during standard operating hours