Title Forward Market Manager | Michigan

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 Market Manager, you are responsible for growing and maintaining exceptional closing teams in Michigan and Wisconsin, 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 will oversee a team of Closing Advisors, Closing Coordinators, and Closing Specialists.

*This position requires the individual to be local to either Detroit or Grand Rapids, MI

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, revenue attained 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 the Director of Title Operations to plan, communicate, and implement new team policies and procedures that will continue to allow your teams to scale.
• You will help scale your team by interviewing, hiring, training, performance managing 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. 
• Oversee the reports of Outstanding Checks and Outstanding Balances and work with your team to resolve them.

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: 

• 5+ years of experience in title industry
• Industry knowledge in Michigan required (industry knowledge in Wisconsin preferred but not required)
• 2+ years of experience in a Title/Escrow leadership role
• Experience with Qualia pr