Customer Experience Manager – Client Success & Coaching

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

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.