Compass

National Workplace Experience Manager

Compass is a next-generation real estate firm blending startup innovation with luxury sophistication. By equipping agents with advanced tools and operational support, Compass empowers them to focus on what matters most — their clients.

In this role, I led IFM and workplace operations across 72 commercial locations, delivering end-to-end services in a fast-scaling, high-visibility environment. With oversight spanning real estate strategy, facilities management, procurement, and employee experience, I built and mentored high-performing teams, drove operational efficiency, and implemented scalable systems that improved service delivery, mitigated risk, and enhanced both client satisfaction and internal performance metrics.

Employment: March 2021 – November 2022

Territory: Northeast (72 Locations)

Reported To: Director of Operations

Direct Reports: 6

Total Team Scope: 17 FTEs, Spanning Team Manager, Site Leads, Ambassadors

Service Line: Integrated Facility Management, Customer & Workplace Experience

  • Proactive Risk Mitigation: Conducted in-depth portfolio analyses to identify and mitigate potential risks, ensuring operational continuity and financial stability. Delivered comprehensive reports on risk assessments and operational health to the Vice President and key stakeholders, facilitating informed decision-making.

  • Facility Management & Strategic Oversight: Led the strategic oversight of facility management operations, including and not limited to real estate, lease renewals, commercial renovations, merge and acquisitions, workplace design, state and federal compliances and proactive and preventative facility measures.

  • Talent Development & Team Leadership: Successfully built, coached, and mentored a high-performing customer service team within a rapidly scaling environment. Cultivated a culture of empowerment and accountability through initiatives such as quarterly learning workshops, engaging employee programs, and targeted skills development training delivered both virtually and in-person. Resulting in a 97% staff NPS.

  • Performance Management & Strategic Alignment: Developed and implemented key performance indicators (KPIs), objectives and key results (OKRs), and performance metrics closely aligned with the company's core values and strategic goals, driving measurable progress and accountability.

  • Data-Driven Reporting & Communication: Developed and maintained robust systems for organizational reporting, leveraging data visualization tools to create insightful dashboards and comprehensive databases. Established effective communication cadences to ensure senior stakeholders had access to timely and actionable information.

  • Cross-Functional Collaboration & Client Success: Provided effective cross-functional leadership and fostered strong partnerships across departments to optimize workflows, streamline product launches, and enhance client satisfaction (NPS).

  • Process Optimization & Innovation: Developed and implemented streamlined systems and processes to drive continuous improvement and operational efficiency. Championed the adoption of automation and technology solutions to enhance productivity and adaptability.

  • Procurement Program Development & Cost Reduction: Developed and implemented a comprehensive procurement program resulting in a 20% reduction in fixed costs and a meticulously structured vendor vetting process.

  • Financial Planning & Management: Managed a multi-million-dollar budget, overseeing profit and loss statements, and ensuring fiscal responsibility and adherence to internal controls. Led financial planning and analysis initiatives to optimize resource allocation and drive profitability.