Agent Experience Manager

The Agency•Brentwood, NY

11d•Onsite

About The Position

The Agent Experience Manager (AEM) is an integral part of our Operations team and a key contributor to agent success, culture, and satisfaction. AEMs are responsible for fostering a dynamic and engaging office environment, ensuring agents feel supported and connected to the broader company mission. This role requires someone with strong interpersonal skills, a proactive mindset, and the ability to juggle operational duties while building authentic relationships with agents. This position will provide on-site support for the Beverly Hills and Brentwood office locations.

Requirements

3+ years of experience in the real estate industry or client-facing role
Excellent organizational and time management skills
Customer-focused with strong written and verbal communication
Able to manage multiple priorities and maintain ownership of projects
Experience with CRM systems and MLS preferred
Positive, proactive, solutions-oriented mindset and a collaborative team player
Ability to travel between office locations as needed

Responsibilities

Serve as the primary point of contact for agent requests and support
Proactively address agent concerns and provide timely resolutions
Conduct weekly agent check-ins to assess satisfaction and gather feedback for continuous improvement
Welcome and onboard new agents with a focus on integration and retention
Act as a brand ambassador to promote The Agency’s values and offerings
Build community through regular office engagement and personalized touchpoints
Host monthly, market-relevant in-office events to foster community and share valuable insights
Coordinate and facilitate weekly or bi-weekly office meetings with curated content and consistent messaging across offices
Thoughtfully share company-wide updates and initiatives to keep agents informed and aligned
Promote and educate agents on ancillary services available through The Agency
Encourage adoption and provide support in leveraging these services
Track and report utilization metrics to ensure optimal engagement
Partner with Sales Managers to support agent growth and retention
Ensure communication channels between departments remain open and effective
Help foster an environment where agents feel heard, valued, and empowered
Ensure the office is organized, welcoming, and fully functional
Oversee supply ordering, equipment maintenance, and liaison with building management
Maintain local business records and manage real estate association, licensing, and MLS paperwork
Support adherence to DRE, RE association, and MLS compliance standards
Maintain CRM updates and assist with data/report generation for leadership