Senior Manager, Support Operations

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.

As Compass's Senior Manager of Support Operations, you will play a crucial role in crafting an exceptional customer experience by owning key support functions and strategically leading a team of talented individuals.  You will dream big to build scalable solutions that drive efficiency at scale, lower operating costs, while delivering a world class customer experience.  You will lead the team in roadmap planning, execution, KPI building, and more.

Key Responsibilities:

• Lead Customer support teams: Build, develop, and coach a high-performing team dedicated to providing exceptional technical support to agents and staff.
• Lead and manage all lines of business supporting the Compass.com platform: You will be responsible for the overall success of support for our core platform, ensuring its smooth operation and seamless user experience.
• Lead our escalations team: You will ensure customer issues are cross-functionally resolved in a timely manner
• Manage a team of leaders overseeing onshore and offshore support operations: Drive strategic direction, coach and develop your team, and measure the performance of both domestic and international support lines.
• Oversee real estate agent and staff account provisioning and de-provisioning: Manage the efficient and secure administration of user accounts, ensuring timely access and compliance
• Drive continuous improvement through KPIs and coaching: Establish key performance indicators (KPIs) for customer satisfaction, resolution times, and other critical metrics. Coach and guide leaders in exceeding these goals and adjusting targets as needed.
• Shape the future of Support Operations: Manage and oversee the roadmap for innovation and improvement, constantly striving to elevate the customer experience.
• Partner with internal stakeholders: Collaborate with product, engineering, ET Systems and other operations teams to identify customer friction points and advocate for product enhancements.
• Unify the customer experience: Partner across the business to ensure a seamless experience for customers at every touchpoint and identify opportunities for operational streamlining.

Key Skills and Qualifications:

• B.A. or B.S. degree with a minimum 7-10 years of experience in leading support operations organizations
• Strong organizational, planning and project management skills with the ability to manage several simultaneous projects with multiple stakeholders in a dynamic, fluid environment
• Excellent communicator who can manage multiple stakeholders and cross-functional teams
• Entrepreneurial, agile, and efficient working style
• Analytical, highly resourceful problem solver and quick learner; solution-oriented mindset and work approach
• Comfortable with a high degree of ambiguity and demonstrated experience independently managing conflict or difficult interpersonal situations
• Proven track record of building and leading high-performing teams, who is passionate about creating a customer-centric culture
• Deep understanding of customer service best practices and metrics
• Strong analytical and problem-solving skills
• Demonstrated ability to think strategically and drive operational excellence

The base pay range for this position is $99K-$148K annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location. The minimum wage for the position will always be met.

Perks that You Need to Know About:

Participation in our incentive programs (which may include where eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, marriage leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.

  Do your best work, be your authentic self. At Compass, we believe that everyone deserves to find their place in the world — a place where they feel lik