Market Manager, Title Operations - Baltimore & Rockville, MD

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 State Manager (Market Manager), you are responsible for growing and maintaining exceptional title state teams, resulting in happy employees and delighted customers. You will also serve as the point-person for state-specific expertise. You will report to the Sr. Manager of Title Operations and will oversee a team of 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 spot trends.

• Identify and address issues, reinforce best practices, 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. 

• Monitor file counts by team, attach rate goals to actuals, and overall pipeline management on a regular basis to ensure you 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. 

• Act as the subject-matter expert for state-specific issues. You will work cross-departmentally in providing title guidance to not only your team, but other departments as needed. You will also serve as the primary contact for escalated market issues. 

• You’ll work alongside market leadership to plan, communicate, and implement new team policies and procedures that will continue to allow Title to scale.

• You will help scale 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, weekly team meetings, on the job shadowing, value-added check-in’s and other training opportunities. 

• 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, timecard approvals and time-off coverage, weekly 1:1’s with direct reports, and performance management..

• Work cross-departmentally to ensure tasks are handled in a timely manner, recordings are completed, and all files are completed and funded with no balances. 

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 quickly

• A fun, caring, and humble attitude: We all work hard, but it's important to have a good time, look out for each other, and pitch in wherever needed

What we are looking for:

• 3+ years of experience in a leadership position within the title industry.

• Experience with Qualia preferred but not required

• Familiar with all areas in the title process from start to finish

What We Offer:

• An open, entrepreneurial environment: New ideas are always welcome.  We want to foster an envi