Market Manager, Title Operations
1 month ago
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.
- **This position requires the individual to be local to Phoenix, Arizona.**
**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.
- 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 escrow 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.
**_ Title Forward is an Equal Opportunity Employer_**
**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.
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