Manager Operations Escrow - Market Street Settlement Group LLC- Remote Northeast Region

Realogy; Bedford (NH); À distance; USD 120 000 - 180 000; Plein temps

Résumé du poste

Realogy is seeking a Regional Operations Support Manager to optimize escrow processes across multiple states and brands. The role partners with senior leadership and cross-functional teams to standardize workflows, monitor KPIs, and drive operational excellence.

The position emphasizes technology integration, training, and risk-aware process improvements to enhance efficiency and customer experience. Willingness to travel regionally is required.

Qualifications

• 5+ years in title and escrow operations with multi-state oversight.
• Strong leadership and team development skills in a support capacity.
• Experience in sales strategy and CRM utilization.
• Proficiency in reporting platforms and project management systems.
• Ability to travel regionally as needed.

Responsabilités

• Analyze, refine, and standardize operational processes to increase efficiency for escrow teams.
• Collaborate with the National Operations Center to standardize workflows between NOC and branches.
• Monitor KPIs to identify trends and drive performance improvements.
• Provide guidance, training, and support to regional escrow teams for high performance.
• Champion adoption of technology platforms to streamline escrow operations and improve CX.

Connaissances

Operational leadership

Multi-state oversight

Process optimization

Training & development

Technology integration

Outils

CRM utilization

Description du poste

The Regional Operations Support Manager is a strategic partner dedicated to optimizing and supporting operational processes for escrow teams across multiple brands and states within assigned region. This role focuses on driving operational excellence, process standardization, and technology integration, while providing expert guidance and support to branch and regional escrow teams. This role collaborates closely with senior leadership, the National Operations Center, and cross-functional partners to ensure every operational touchpoint reflects the company’s values, vision, and commitment to service excellence.

Key Responsibilities

Operational Support & Process Optimization

• Analyze, refine, and standardize operational processes to increase efficiency and productivity for escrow assistants and closers in customer-facing roles.
• Collaborate with the National Operations Center (NOC) to develop and integrate standardized workflows between NOC and branches.
• Monitor and analyze operational KPIs to identify trends, drive performance, and implement improvements.
• Provide guidance, training, and support to regional escrow support departments, ensuring high team performance and job satisfaction.

Claims Management & Risk Mitigation

• Support escrow teams in the identification, resolution, and prevention of title claims.
• Implement proactive risk management strategies and ensure regulatory compliance in partnership with legal and underwriting teams.

Strategic Program Development

• Design and execute regional initiatives to enhance efficiency, profitability, and customer experience for escrow operations.
• Pilot innovative programs using a test-and-learn approach, iterating based on data and feedback.

Collaboration & Stakeholder Engagement

• Work closely with cross-functional teams, including sales, customer service, finance, compliance, and technology, to integrate process improvements and enhance customer satisfaction.
• Act as a resource and escalation point for regional leaders and branch teams.

Technology Integration & Innovation

• Champion adoption and integration of technology platforms to streamline escrow operations and improve customer experience.
• Support IT in developing or improving technology platforms used to close transactions.
• Evaluate and implement new technologies, including BOTs, AI tools, workflow dashboards, and reporting systems, to improve efficiency and accuracy.
• Utilize data analytics to uncover trends, track KPIs, and inform strategic initiatives.

Training & Documentation

• Develop comprehensive training programs to ensure staff proficiency in optimized processes.
• Maintain thorough documentation of operational procedures and updates.
• Foster a culture of teamwork, customer service, and continuous improvement.

Requirements

• 5+ years in title and escrow operations with multi-state oversight preferred.
• Proven expertise in operational support, process optimization, and risk mitigation.
• Strong leadership and team development skills in a support capacity.
• Experience in sales strategy and CRM utilization is a plus.
• Proficiency in operational tools, reporting platforms, and project management systems.
• Ability to travel regionally as needed.