Operations Lead - Customer Experience

| Greater NYC Area

At Compass, we strive to provide an excellent experience for our agents and employees. As an Operations leader and creative problem solver, you will define and transform our agent support processes as we scale dramatically. You will use your analytical and organization skills to develop and transform processes, reporting and analytics resulting in measurable quality and efficiency improvements.. You will work closely and collaboratively with our third party operations team as well as key functions across Compass, including agent operations, marketing, production development, finance, legal, communications and other internal teams.

At Compass you will:

  • Analyze and assess requirements, processes and business cases for process improvements to improve Compass efficiency and Real Estate Agent satisfaction
  • Use metrics, feedback and other input to create action plans and implement innovative technology solutions, root cause fixes and process changes.
  • Own and lead the design, justification and implementation of process improvements and transformational solutions - in collaboration with internal groups and third party suppliers
  • Manage the financial and contractual relationship with third party suppliers to ensure achievement of KPIs and business cases
  • Communicate plans and achievements to internal stakeholders and leadership
  • Solve complex/challenging operational and business issues
  • Ensure optimal capacity by developing and aligning resource and financial forecasts with leadership, finance and outside providers
  • Hold yourself to a standard of constant improvement, learning from past experiences and adjusting your go forward strategy
  • Be an “athlete” who is excited to drive results and play a hands on role

QUALIFICATIONS:

  • B.A. or B.S. degree and 5-7+ years experience in a high volume OR fast growth business role
  • Demonstrated experience using metrics and data to identify and implement measurable business solutions
  • A passion for process improvement
  • Strong influence management skills and a natural ability to connect with others and manage multiple stakeholders and cross-functional teams
  • Ability to think critically and strategically to evaluate processes and innovate better systems in a high-growth, fast-changing environment
  • Ability to work independently and take ownership of projects
  • Highly organized, reliable and detail-oriented
  • Strong business software (e.g. google applications) skills. Zendesk, Salesforce a plus
  • Excellent written and verbal communication skills. Proven ability to influence at all levels
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages

Location

90 Fifth Avenue, 3rd Floor, New York, NY 10011

What are Compass Perks + Benefits

Compass Benefits Overview

Enjoy premium health insurance, gym and tuition reimbursement, team events, and fun extras.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Compass provides daily catered lunch to all employees.
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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