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National Director of Agent Operations - NYC (HQ)

| Greater NYC Area

 Are you passionate about putting technology to work? Are you seeking a career that allows you to develop in one of the world’s fastest growing companies? Do you love to build and improve processes, technology and systems to enable scalable growth? Compass is looking for passionate, driven professionals with a strong technical aptitude, a desire to train, and the ability to connect products and business to join our Operations team.

 At Compass You Will:

  • Lead team that is responsible for a comprehensive and compliant onboarding for all real estate agents
  • Drive national process improvements to reduce onboarding defects while improving the agent experience
  • Drive productivity improvements to increase onboarding productivity while maintaining onboarding OKRs and agent satisfaction goals
  • Eliminate manual operations processes via automation and talent specialization
  • Align talent to evolving operations roles and create mechanisms for talent growth and development within the operations organization
  • Ensure effective coordination between operations managers and other departments specific to their involvement in the onboarding process for new agents
  • Drive, track and monitor operations metrics and follow-through of all onboarding issues
  • Monitor agent satisfaction specific to onboarding, support and agent operations OKRs and drive awareness and resolution of functional inputs/defects as required
  • Pilot, test and iterate new operational metrics to ensure alignment to agent success

What We’re Looking For:

  • MBA or advanced degree in Operations, Engineering, Finance or relevant field required
  • 7+ years working in Operations, Training, Product Support, On-Boarding, Customer Success, or relevant field
  • 4+ years of People Management, ideally across multiple offices preferred
  • Outstanding organizational skills, attention to detail, and the ability to balance multiple tasks and projects simultaneously, with an eye for prioritization
  • Excellent communication skills, both written and verbal
  • An ability to lead by influencing others, especially in cross-functional and multi-regional settings
  • Love working with people directly, with a genuine desire to help others
  • Experience working with data to analyze product usage metrics and segment users
  • MBA preferred
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