Doma

Escrow Operations Manager

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What Doma is looking for in applicants

Build the solution that transforms the real estate industry! 

Want to infuse a $34B sector of the insurance and real estate industry with predictive analytics and a tech-forward customer experience? Yearning for a startup culture within a profitable nationwide company? Join Doma and send an entirely new type of real estate model into the wild. 

About Us 

Doma and its family of brands - States Title, North American Title Company (NATC) and North American Title Insurance Company (NATIC) - offer solutions for lenders, real estate professionals, title agents, and homeowners that make closings vastly more simple and efficient, reducing cost and increasing customer satisfaction. 

Our Values 

  • Customer Obsessed – We always put our customers first. 
  • Solution Driven – We solve problems that other people are afraid to. 
  • People leaders – We grow all of our people into leaders. 
  • One Team – We believe inclusion and teamwork produce the best results. 
  • Direct with Respect – We communicate with honesty and respect to our colleagues, customers, and partners. 

The Opportunity

The Escrow Operations Manager will be responsible for hiring and leading the Escrow Department and being accountable for this department’s ability to balance CDs, deliver closing packages, and complete the funding process with timeliness, expert accuracy, and precision. They will develop efficient and well-documented processes and own continuous process improvement driven by performance metrics. They will inspire their team to create a delightful customer experience, furthering the States Title mission to make the home closing process as friction-less as possible for home buyers, real estate agents, and lenders. They will be excited to join the ‘title and escrow company of the future.’ They will coach and grow their team and introduce an enforce data-driven management and goal setting . They will drive their team to quickly and seamlessly adopt innovative technology to streamline the closing and post closing process. They will collaborate with the Customer Service and Customer Success function to proactively meet customer needs and provide a delightful closing experience. They will collaborate with their fellow Operations Managers and Director to create an efficient, enjoyable work environment. They will  provide invaluable operational expertise to the larger organization, including the Product, Business Operations, and Application Support teams. 

What will you be doing?

  • Welcome & Grow 
    • Create team operating, management, and performance norms and review cadence
    • Own team staffing and scheduling, meeting month-over-month capacity goals
    • Successfully onboard new associates and customers, ensuring that your team gets up to speed quickly and is delivering on customer-specific expectations
  • Own & Advise
    • Own your team’s ability to deliver excellent, error-free service throughout the closing and post closing process. Constantly measure your team’s progress and ensure their success against key metrics. Create and drive clear solutions to address performance challenges.
    • Search constantly for strategic and operational improvements to your team’s processes, structure, and culture and drive these improvements through to solution. Document and formalize these processes to create clear sources of truth and easy-to-follow procedures
  • Inspire & Coach
    • Manage Closing & Post-Closing Team Leads, monitoring and developing their performance and coaching them on best practices for handling escalations with professionalism (intervening in file-level concerns only where absolutely necessary), as well as on performance managing their teams of associates
    • Lead team with data-driven approach, leveraging internal performance metrics (e.g., SLA-adherence, file quality, customer communication volume and topics, etc.) and customer health metrics (e.g., communication volume, order volume, etc.)
    • Foster a team experience that manifests the States Title cultural values:
      • Customer Obsessed – We always put our customers first.
      • Solution Driven – We solve problems that other people are afraid to.
      • People leaders – We grow all of our people into leaders.
      • One Team – We believe inclusion and teamwork produce the best results.
      • Direct with Respect – We communicate with honesty and respect to our colleagues, customers, and partners.
    • Have fun! Create encouraging team incentives and promote team cohesion and trust
  • Collaborate & Contribute
    • Forge excellent relationships with fellow Operations Managers
    • Collaborate closely with the People Team to hone a scalable associate interview process and develop a consistent, healthy hiring pipeline
    • Provide invaluable operational expertise to the larger organization, including the Customer Success, Concierge, Product, Business Operations, and Application Support teams

What skills and experience do you need?

  • 5+ years escrow operations experience; 3+ years in a leadership position
  • Proven mastery of closing and post-closing process requirements, including state-specific nuances. Proficiency in Resware a plus!
  • Ability to:
    • Inspire and coach a team to perform at near-maximum capacity
    • Execute operational improvements quickly and efficiently based on performance metrics
    • Make metrics-driven recommendations and decisions
    • Foster a fast-paced, metrics-driven, high-performance work environment
    • Navigate and interpret team performance dashboards
    • Contingency plan calmly and efficiently as necessary
  • Excellent phone, email, and face-to-face communication skills
  • Extreme attention to detail and organizational skills
  • Passion for multitasking and context-switching
  • Comfort with constant change and process improvement
  • Highly proficient computer skills and open to learning new software/ programs often
  • Bonus: Possession of individual title and/or escrow licenses

 

We want the work you do here to be the best work of your life.  

We believe the most valuable investment we can make - and the greatest boost we can give to your career - is to build an outstanding team of colleagues who are passionate about our mission. 

We currently offer the following benefits and will continually evolve them with the goal of efficiently attracting, retaining, and leveraging the very highest quality talent. 

  • Our passionate, capable team will always be our #1 benefit 
    • We are proud of the team we have built so far, and we are excited about the team we have yet to add 
    • Learn something new every day 
    • Get more done than you would anywhere else 
  • Competitive salaries 
  • Top-of-the-line computer equipment 
  • Multiple Medical, Dental, and Vision Benefits options to allow you to customize to your and your Family’s needs 
  • Paid Time Off  
  • Health & Dependent Care Flexible Spending Accounts (FSA) 
  • Short Term & Long Term Disability 
  • Commuter Flexible Spending Account (i.e. Transit or Parking) 
  • Supplemental Life and AD&D Insurance 
  • Auto & Home Insurance Group Life Insurance 
  • Pet 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. 

Want some tips on how to get an interview at Doma?

What is Doma looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Escrow Operations Manager like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at Escrow Operations Manager?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!