Director, Continuous Improvement – Process Optimization – Remote, San Francisco

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

Success In This Role Will Result In

You will work closely with the National Operations team, the Regional Operations teams, and the Product and Engineering teams.

• 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 Were 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.

Notice for California Applicants
Associated topics: administrative assistant, administrative staff, assist, beverage, facilities, front desk, front office, records management, staff, support