Title Operations Manager | Chicago, IL

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 the Title Operations Manager (Market Manager) overseeing our Illinois closing operations, you are responsible for growing and maintaining exceptional closing teams, resulting in happy employees and delighted customers state-wide. You will also serve as the point-person for IL-specific expertise. You will report to the Director of Title Operations and will oversee a team of Closing Specialists, Closing Advisors, and Closers.

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 Illinois 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 leadership to plan, communicate, and implement new team policies and procedures that will continue to allow Title Forward 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. 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.

• 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. 

• 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 title industry leadership

• Experience with Qualia preferred but not required

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

What We Offer:

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