Director, Operations

If you're good at what you do, you can work anywhere. If you're the best at what you do, come work for Doma Technology.
About Us

Doma Technology LLC offers solutions for lenders, real estate professionals, title agents, and homeowners that make closings vastly simpler and more efficient, reducing cost and increasing customer satisfaction.

Our Values

• Obsessively Entrepreneurial - We encourage calculated risk-taking, and we know that some of our best learning happens by making mistakes along the way.
• People First - We communicate with honesty and respect to our customers, colleagues, and partners.
• Better Together - We believe diversity, equity and inclusion creates value through the differences in our backgrounds, experiences, and perspectives.
• Act with Integrity - We hold ourselves to the highest ethical standards in all of our business practices.

About the Role

The Director of Operations will be responsible for designing strategy, driving best-in-class execution, and developing and supporting a world-class team to deliver excellent, error-free service that drives delight and loyalty with our customers. This role will strategically oversee progress against key metrics, create clear solutions, and manage the development of team members. The Director of Operations will directly engage and contribute to managing partnerships with various teams and platforms across Doma to drive innovative solutions while maintaining a cost effective and profitable operation. They will consistently stay close to day-to-day production and provide immediate support with file-level tasks escalations, and associate needs. Additionally, partners with various teams and platforms across Doma to drive innovative solutions while maintaining a cost effective and profitable operation.

Responsibilities

• Operational leadership
• Direct and develop a large team of people leaders, production leads, and title & closing associates through strategy setting, coaching, and collaboration.
• Own and continuously evaluate team operating, management, and performance standards.
• Own and improve interview and talent development strategy in support of a scalable recruiting process to develop and maintain a consistent, healthy hiring pipeline.
• Create and foster a team experience that manifests the company's cultural values and operational objectives.
• Operational strategy
• Directly influence the prioritization and review of the end-to-end file and customer experience.
• Prepare detailed recommendations to senior management concerning significant changes/improvements in operations, along with the creation or revision of operating policies and procedures necessary to document and effectuate the recommended changes/improvements.
• Support successful onboarding of new customers and clients, ensuring that operations departments deliver on customer-specific expectations.
• Create structure around the company's most complex business challenges, developing frameworks in which to evaluate potential solutions, gaining buy-in from critical business leaders and creating clear plans to quickly execute solutions.
• Clearly articulate goals and persuasively communicate your recommendations to senior executives; influence decisions by building consensus and mobilizing towards execution
• Dive deep to learn details and analyze data, then zoom out to develop compelling, synthesized insights and recommendations.
• Operational execution
• Own workforce management, real time queue and service level management including the development of processes to manage administrative duties of leaders.
• Execute recommendations with clarity and conviction, adjusting where necessary based on early results; effectively communicate progress and blockers.
• Build strong relationships with colleagues across the company (Product, Engineering, Legal, etc.) that enable you to execute rapidly with cross-functional support.
• Monitor and drive accountability in third party relationships with vendors and fulfillment partners.
• Strategically direct partnership with the technology team to develop, administer, and roll out new technology improvements and processes.

Required Skills & Experience

• 8+ years' experience leading people and operations, consulting, strategy or other related fields
• Experience effectively managing a large, high-volume team including people leaders (Managers, Supervisor, Leads)
• Strong operational and organizational skills and background
• Demonstrated ability to drive every step of the impact process, including:
• Structuring complex problems
• Developing effective solutions based on quantitative and qualitative insights and strong judgment
• Creating cohesive buy-in
• Building strong cross-functional relationships
• Executing with conviction
• Measuring results and iterating
• Efficient and compelling communication to all stakeholder levels from associate to executive leadership
• Proven mastery of state-specific title, closing, and post-closing requirements
• Deep proficiency in Resware
• Proven ability to push relentlessly for solutions that drive tangible value to the business
• Strong analytical expertise combined with outstanding written and verbal communication skills
• A self-starter who can work well collaboratively, deliver on commitments, prioritize assignments and manage multiple tasks simultaneously
• Ability to work on the ground floor or at the highest strategic level depending on business needs.

How we'll value you and make your life a bit easier:

We offer a comprehensive package of benefits to eligible employees (FTE, non-contract): medical/dental/vision insurance, 401(k), generous vacation time, and paid bonding leave.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

We believe the most valuable investment we can make is to build an outstanding team of colleagues and leaders who are passionate about our mission.

We currently offer the following benefits to all Full-Time employees:

• Work/Life Balance - We encourage taking Paid Time Off (PTO)
• 12 Weeks of Paid Family Bonding Leave (Maternity and Paternity)
• Incredible medical, dental, and vision benefits options to allow you to customize to you and your family's needs that all start in the following month following your first day of employment
• Health Savings Account (HSA)
• 401K with company match program
• Short-Term & Long-Term Disability
• Supplemental Life and AD&D Insurance
• Critical Illness, Injury and Hospital Insurance

We believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

---