Closing Operations Manager - Texas

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 Texas Market Manager, you are responsible for growing and maintaining exceptional closing 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 Director of Title Operations and will oversee a team of Closing Advisors, Closing Coordinators, Closing Document 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 brokerage 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 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 title industry and/ or leadership
• Experience with Qualia preferred
• 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 environment of continuous improvement where everyone on the team contributes.
• Competitive compensation packages
• Generous benefits, including paid vacation, medical, dental, and vision insurance, fully paid family leave, and more
• Amazingly smart and fun teammates and a management team invested in your growth and success.

Redfin is an equal opportunity employer committed to hiring a diverse workforce.
A diverse, inclusive culture is vital to Redfin's mission of making real estate better for people from all walks of life. We're proud that Redfin is a place where different points of view and backgrounds are encouraged and respected. We constantly strive to build a company that reflects the world around us, based on our conviction that pursuing and developing talent of all types is the right way for a business to thrive over the long haul.
Redfin provides equal employment opportunities to all employees and applicants for employment and prohibit discrimination based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, and any other characteristic protected by applicable federal, state or local law. If you need accommodation in the application or recruitment process because of a disability or special need, please contact recruitingteam@redfin.com
Redfin encourages individuals with criminal record histories to apply for employment and considers such individuals for employment consistent with the requirements of any applicable fair chance acts, including but not limited to the San Francisco and Los Angeles Fair Chance Acts. Philadelphia applicants can access a copy of Philadelphia Fair Criminal Records Screening Standards ordinance poster here.
Redfin accepts applications on an ongoing basis.