Senior Manager, Midwest Title Operations

Title Forward, a wholly-owned subsidiary of Redfin, is a group of well-funded technology and real estate entrepreneurs. Our mission is simple. We want to modernize the multi-billion-dollar title and settlement industry to deliver a seamless, transparent, and delightful experience to buyers and sellers and make our real estate and lending partners look like geniuses and rock stars in the process. We are putting together a team of innovative, hungry, and highly motivated professionals to blend technology and customer service with a dash of automation and good old know-how to build a new kind of national title agency.

As a Senior Manager of Title Operations, you are responsible for growing and maintaining exceptional title state teams across the Midwest region, resulting in happy employees and delighted customers. You will also serve as the point-person for state-specific expertise. You will report to the Director of Title Operations and may oversee a team, which includes Market Managers, Agent Experience Leads, Closing Advisors, Closing Coordinators, Closing Specialists and more.

What you’ll do in this role: 

• Manage your team’s performance by using data and metrics to identify any team member working below expectation.
• Identify and address issues, reinforce best practices and expectations and hold your team accountable to them. 
• Utilize the Customer Satisfaction NPS, Agent and Transaction Coordinator NPS and Survey results to get a pulse on customer satisfaction to drive exceptional customer service to Agents, Clients, and vendors on every file from start to finish. 
• Hold market managers responsible for file counts by team, attach rate goals to actuals, and overall pipeline management on a regular basis to ensure they are driving positive behaviors in results.
• Work closely with Redfin Market Managers and the Sales & Marketing team to achieve growth rates and targets for your market by soliciting feedback and identifying opportunities for growth. 
• Work with the State Experience Lead (sales) to increase attach rate
• Act as the subject-matter expert for state-specific issues. 
• Providing title guidance to not only your team, but also other departments as needed. 
• Serve as the secondary contact for escalated market issues. 
• Work with the senior leadership to plan, communicate, and implement new team policies and procedures 
• You will help staff your team by interviewing, hiring, training, and retaining a team of top-performing title professionals.
• Grow and develop your team by providing regular 1:1’s, with the market managers, on the job shadowing
• Monitor compliance across files which includes regular auditing to problem-solve and course-correct as needed.
• Review key reports, analyze data, and make data-driven decisions for your state team. 
• Handle routine team responsibilities including weekly team meetings, check-in’s, and time-off coverage
• Work cross-departmentally to ensure tasks are handled in a timely manner, recordings are completed, and all files are completed and funded with no balance. 
• Any other tasks assigned by management

Skills and Experience:

• 3 + years of direct experience in Title & Escrow
• 5+ years of experience in leadership and/or management
• Title experience in Michigan, Wisconsin, Minnesota, Indiana and Illinois preferred
• Attention to detail and the ability to remain organized in a fast-paced environment.
• Must have a strong customer service background 
• Strong written and verbal communication skills 
• Qualia, Tableau, Front, GSuite knowledge is preferred but not required 

Who you are:

• A unique combination of organization and attention to detail:  The overwhelming seems manageable, you commit to looking for things that are out of place and you get more done in less time
• A Multi-Tasker: You are able to work with high-level multi-tasking skills and prioritize in a fast-paced constantly changing environment.  You also have the ability to balance the workload to accommodate the demands of the job and exceed customer expectations
• Excellent communication skills: When communicating, you hit the point from the get-go and deliver your message in a succinct manner
• Tech-savvy: You're comfortable with technology and learn new programs