Assoc Manager, Customer Experience

Cotality; Austin (TX); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Time off

Parental leave

Health coverage

401(k) with company match

Well-being stipend

Tuition assistance

Referral bonuses

Job summary

Cotality seeks a seasoned client experience leader to drive a high-energy, client-centric operation. You will supervise customer care teams, coach staff, and coordinate with internal and external stakeholders to meet SLA expectations and quality goals.

You will manage performance metrics, conduct interviews, and present data to drive strategy across multiple functions, with a focus on continuous improvement and professional development.

Qualifications

• Bachelor's degree preferred or equivalent 5+ years in escrow, real estate, title insurance or similar field.
• Proven leadership in fast-paced, client-centric environments.
• Strong written and verbal communication with multiple audiences.
• Experience coordinating cross-functional teams and vendors.

Responsibilities

• Collaborate with internal and external teams to ensure a seamless client experience.
• Lead a client-centric operation with accountability and engagement.
• Manage client relationships via weekly/monthly status meetings and annual reviews.
• Oversee email communications to meet client expectations promptly and professionally.
• Coach and train customer care staff; implement coaching and improvement plans.
• Drive accountability for direct reports in production and quality control.
• Monitor call quality and provide feedback to agents.
• Address training needs and performance management with staff as needed.
• Respond to stakeholders to resolve quality issues and improve service delivery.
• Develop and measure KPIs (schedule adherence, AHT, quality, attendance) at team/individual levels.
• Interview and select new employees; lead departmental operations and processes.
• Communicate initiatives and priorities; present data to stakeholders to drive vision.
• Maintain continuous improvement culture and cross-training for business continuity.

Skills

Leadership

Client-centric

Data analysis

Communication

Project management

Change management

Stakeholder management

Problem solving

Lean Six Sigma

MS Office

Education

Bachelor's degree or equivalent 5+ years in real estate/escrow

Tools

MSP/BlackKnight

Sagent

Office Suite

Job description

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description

• Collaborate with both internal and external teams to facilitate a seamless client experience.
• Foster a high-energy, client-centric operation based on accountability and engagement.
• Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality.
• Manage effective email communication to meet client expectations in a timely and professional manner.
• One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met.
• Drive accountability for direct reports in key performance areas such as Production and Quality Control.
• Monitor the quality of calls and provide verbal and written feedback to customer care associates.
• Address training needs and performance management with employees as necessary.
• Respond to internal and external stakeholders to ensure quality issues are resolved.
• Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness.
• Interviewing and selection of new employees.
• Train and lead staff in all departmental operations, processes, procedures, and requirements.
• Communicating departmental initiatives and priorities to the team.
• Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders.
• Maintain a culture of continuous improvement and professional development.
• Provide operational agility, including cross-training and business continuity.
• Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts.

Job Qualifications

• Bachelor's degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry.
• 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience.
• Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture.
• Exceptional leadership skills, including team-building and emotional intelligence.
• Demonstrated ability to motivate teams and to manage change effectively.
• Strong interpersonal, negotiation, and conflict resolution skills.
• Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences.
• Excellent planning and organizational abilities.
• Experience managing and/or interacting with geographically distributed teams.
• Ability to organize and coordinate with stakeholders across multiple functions and geographic locations.
• Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence.
• Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery.
• Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations.
• Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets.
• Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office).
• Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations.
• Familiarity with MSP/BlackKnight and Sagent is a plus.
• Prior Lean Six Sigma training and/or experience is a plus.

Annual Pay Range

Annual Pay Range: 50,300 - 65,000 USD

Application Window

Application Window: This opportunity is expected to remain posted through the date identified below, subject to business needs.

Benefits & Perks

Thrive with Cotality. At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace. Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.