Customer Experience Lead & Operations Coach

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

Benefits offered by this job

PTO & holidays

Parental leave

Health coverage

401(k) match

Tuition assistance

Well-being stipend

Referral bonuses

Job summary

Cotality is seeking an experienced operations leader to drive client-centric service delivery across escrow/real estate operations. You will lead teams, manage client relationships, conduct coaching and performance reviews, and ensure continuous improvement across processes and KPIs.

The role focuses on accountability, stakeholder collaboration, and data-driven decision making, with strong leadership and communication skills essential for success.

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.
• Strong interpersonal, negotiation, and conflict resolution skills.
• Excellent written and oral communication skills including the ability to communicate complex data clearly.
• Experience managing geographically distributed teams and cross-functional stakeholders.
• Lean Six Sigma training and/or experience is a plus.

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 and annual business reviews.
• Draft and present coaching, corrective actions, and performance improvement plans for staff.
• Drive accountability for direct reports in Production and Quality Control and provide feedback.
• Develop and measure KPIs at team and individual levels to improve operational effectiveness.
• Interview and select new employees; train and lead staff in departmental operations.
• Present data to stakeholders to drive vision and priorities; maintain continuous improvement.

Skills

Real estate leadership

Client-centric leadership

Team leadership

Analytical problem solving

Stakeholder management

Education

Bachelor’s degree or equivalent experience

Tools

MS Office (Teams/Outlook/Excel)

Job description

Cotality is seeking an experienced operations leader to drive client-centric service delivery across escrow/real estate operations. You will lead teams, manage client relationships, conduct coaching and performance reviews, and ensure continuous improvement across processes and KPIs.

The role focuses on accountability, stakeholder collaboration, and data-driven decision making, with strong leadership and communication skills essential for success.