At Compass, we envision a world where the experience of selling or buying a home is simple and pleasant for everyone.
Founded in 2012, Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to their seller and buyer clients, all in service of our mission to help everyone find their place in the world.
You
You’re energized by working in a fast-paced, hands-on environment where you will deliver outstanding results.
In your last role, teams fought over whose project you would join as you were dependable, delivered great work and brought a positive outlook to every task.
The Team
The Continuous Improvement (CI) Team, reporting to the Chief Business Officer, is in need of a Director of Continuous Improvement.
The CI team aims to improve the cost (e.g., lower Cost to Serve), quality (e.g., fewer defects) & service (e.g., better Net Promoter Score / Customer Experience) for our customers and teams by executing operations-focused process improvement initiatives, partnering with cross functional stakeholders, & supporting / leading initiatives with process optimization experts.
The Role
The objectives of the position will be to help lead the initiatives and team members of the CI team, such as:
Overall management of a portfolio of process optimization projects
Operations and Cost to Serve research and opportunity identification
Analyze current processes through documentation, measurement, and evaluation
Process optimization and solution design
Solution building and implementation
Design change management framework for stakeholders, impacted employees and our customers (real estate agents)
People management of a small team of eager, driven employees
You will work closely with the National Operations team, the Regional Operations teams, and the Product and Engineering teams.
Success in this role will result in:
establishment of clear, accurate, and impactful KPIs for all CI led or supported projects
measurable, sustained improvement in customer experience, NPS, and Cost to Serve
rapid, reliable implementation of new operational solutions
iterate on solutions by synthesizing and actioning stakeholder feedback
happy direct reports/team members who thrive at Compass
strong partnership with our Product and Engineering teams to deliver solutions that work for employees and customers
At Compass You Will:
Functional Responsibilities
Manage a small team, with responsibility over their engagement, training, development, and work output
Develop and maintain standards / toolkits for process optimization, training other operations stakeholders on those standards
Ensure the highest quality of work is being delivered by the team
Ideate and implement project management frameworks and best practices
Project Responsibilities
Lead portfolio of process optimization focused projects, leveraging both the CI team and other functional resources
Ensure efficient, effective solution development and sustainable implementation
Maintain close relationships with related teams, such as National Operations, Regional Operations, and Product & Engineering
Work with our Data & Analytics specialists on the CI team to establish and track KPIs
What We’re Looking For:
Note: We believe that there are strong candidates that might meet many but not all of the below criteria.
We encourage you to apply even if you do not meet 100% of the below criteria, but are passionate about driving improvement.
Skills
People management / leadership
Project and program management
Interviewing, data collection, fact base gathering
Root cause analysis
Strong appreciation for and experience with change management
Solution development / application of hierarchy of controls
Process mapping & optimization
Effective communication of complex processes and analysis
Proficiency with productivity, process design, and analytics tools
Can predict roadblocks and finds proactive solutions
Attributes
Self-starter, does not need a lot of oversight
Strong collaborator / ability to work cross-functionally
Teamwork oriented and strong collaboration skills
Strong written & verbal communication
Detail oriented
Comfortable moving fast and pushing back on the norm
A “do-er” and a manager
Strategic thinker
Experienced at management by influence, even with more senior stakeholders
Fast learner / quick study
Customer focused
Comfortable leading meetings with senior leadership
Understands and exemplifies Compass Entrepreneurship Principles
Qualifications
4 year degree, ideally in business, finance, or other analytical discipline
~10 years professional experience
Experience in operational excellence / continuous improvement / lean / six sigma / project management / consulting / strategy
Prior roles in operational leadership, operations consulting, or operational support
PMP or Six Sigma a plus, but not required
Real estate experience a plus, but not required
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 like they belong, where they can be their authentic selves, where they can thrive.
Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility.
As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees’ lives and careers.
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