Client Experience Lead - Real Estate Ops

Cotality; Oxford (MS); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Generous PTO and holidays

Parental leave (up to 16 weeks)

Health coverage options

401(k) with company match

Tuition assistance

Job summary

Cotality seeks an experienced Operations/Client Experience Manager to enhance the client journey and ensure high-quality service delivery across teams. You will guide coaching, performance reviews, and KPI tracking while coordinating with multiple departments to sustain efficiency.

You will lead initiatives that improve production, quality control, and escalation management, aligning with SLAs and client expectations in a fast-paced real estate ecosystem.

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.

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 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.
• One-on-one coaching, counseling, and training of customer care associates.
• Drive accountability for direct reports in key performance areas such as Production and Quality Control.
• Monitor the quality of calls and provide feedback to customer care associates.
• Develop and measure KPIs at team and individual level to gauge operational effectiveness.
• Interviewing and selection of new employees.
• Train and lead staff in departmental operations, processes, procedures, and requirements.
• Present data to drive vision and priorities with stakeholders.
• Provide cross-training and business continuity coverage.

Skills

Leadership

Communication

Conflict resolution

Data analysis

Problem solving

Project management

Microsoft Office

Excel

Team management

Education

Bachelor’s degree

Lean Six Sigma training

Tools

MS Teams

Outlook

Excel

Microsoft Office

Sagent

MSP

BlackKnight

Job description

Cotality seeks an experienced Operations/Client Experience Manager to enhance the client journey and ensure high-quality service delivery across teams. You will guide coaching, performance reviews, and KPI tracking while coordinating with multiple departments to sustain efficiency.

You will lead initiatives that improve production, quality control, and escalation management, aligning with SLAs and client expectations in a fast-paced real estate ecosystem.