Associate Manager, Customer Experience

Jobtailor; Mississippi; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Lean Six Sigma training

Job summary

Jobtailor in Mississippi seeks a results-driven leader to manage client relationships and drive operational excellence in a fast-paced escrow/real estate environment.

You will guide teams across production and quality control, develop KPIs, and implement performance improvement plans while maintaining strong communication with internal and external stakeholders.

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.
• 3+ years of leadership experience.
• Strong interpersonal, negotiation, and conflict resolution skills.

Responsibilities

• Collaborate with internal and external teams to facilitate a seamless client experience.
• Foster a high-energy, client-centric operation based on accountability and engagement.
• Manage client relationships through weekly and monthly status meetings, annual business reviews, escalation resolution, SLA adherence, and high work quality.
• Maintain timely and professional email communication to meet client expectations.
• Coach, counsel, and train customer care associates.
• Draft and present coaching, corrective action, and performance improvement plans.
• Drive accountability for direct reports in Production and Quality Control.
• Monitor call quality and provide verbal and written feedback.
• Address training needs and performance management issues.
• Resolve quality issues with internal and external stakeholders.
• Develop and measure KPIs including schedule adherence, after-call work, quality, efficient call handling, and attendance/reliability.
• Interview and select new employees.
• Train and lead staff in departmental operations, processes, procedures, and requirements.
• Communicate departmental initiatives and priorities to the team.
• Present data to internal and external stakeholders to drive vision and purpose.
• Maintain a culture of continuous improvement and professional development.
• Provide coverage assistance to Contact Center management and assist with evening/weekend shifts.

Skills

Leadership

Team Building

Performance Management

Data Analysis

Quality Auditing

KPI Development

Root Cause Analysis

Communication

Conflict Resolution

Organizational Abilities

Interpersonal Skills

Education

Bachelor's degree or equivalent

Tools

Microsoft Teams

Microsoft Outlook

Microsoft Excel

Microsoft Office

MSP/BlackKnight

Job description

• Collaborate with internal and external teams to facilitate a seamless client experience
• Foster a high-energy, client-centric operation based on accountability and engagement
• Manage client relationships through weekly and monthly status meetings, annual business reviews, escalation resolution, Service Level Agreements, and high work quality
• Maintain timely and professional email communication to meet client expectations
• Coach, counsel, and train customer care associates
• Draft and present formal coaching, corrective action, and performance improvement plans
• Drive accountability for direct reports in Production and Quality Control
• Monitor call quality and provide verbal and written feedback
• Address training needs and performance management issues
• Resolve quality issues with internal and external stakeholders
• Develop and measure KPIs including schedule adherence, after-call work, quality, efficient call handling, and attendance/reliability
• Interview and select new employees
• Train and lead staff in departmental operations, processes, procedures, and requirements
• Communicate departmental initiatives and priorities to the team
• Present data to internal and external stakeholders to drive vision and purpose
• Maintain a culture of continuous improvement and professional development
• Provide operational agility through cross-training and business continuity
• Provide coverage assistance to Contact Center management and assist with evening/weekend shifts

Requirements

• 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
• 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 manage change effectively
• Strong interpersonal, negotiation, and conflict resolution skills
• Excellent written and oral communication skills, including communicating complex data clearly and concisely 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 while maintaining day-to-day operational excellence
• Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions
• Strong analytical and problem-solving skills, with 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 Microsoft suite products (Teams, Outlook, Excel, and Office)
• Ability to maintain a positive and professional demeanor 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

Core Competencies

Demonstrates strong leadership and team-building capabilities while managing client relationships and operational excellence in a fast-paced environment. Proficient in developing KPIs, conducting performance management, and fostering a culture of continuous improvement.

Highest-signal resume keywords

• Client Relationship Management
• Leadership Experience
• Performance Management
• Data Analysis
• Quality Auditing

ATS Optimization Keywords

Hard Skills

• KPI Development
• Root Cause Analysis
• Quality Control
• Performance Improvement Plans
• Escalation Resolution

Soft Skills

• Emotional Intelligence
• Negotiation Skills
• Conflict Resolution
• Organizational Abilities
• Interpersonal Skills

Certifications & Qualifications

• Lean Six Sigma Training

Industry Keywords

• Real Estate
• Escrow
• Title Insurance
• Mortgage
• Quality Auditing

Tools & Technologies

• Microsoft Teams
• Microsoft Outlook
• Microsoft Excel
• Microsoft Office
• MSP/BlackKnight