Operations Manager

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Lead and engage with the team

• Effectively manage a team of 6–10 closers, escrow officers, and processors, overseeing hiring, onboarding, coaching, and career development

• Conduct regular 1:1 meetings, team huddles, and performance evaluations

• Establish a culture characterized by high trust and constructive feedback, ensuring team members feel supported and accountable

• Promote performance and uphold quality standards

• Take ownership of team KPIs (cycle time, on-time-to-close, fall-through rate, CSAT) and provide reports to leadership

• Monitor the health of the pipeline, balance team workload, and act as the senior escalation point

• Perform routine file audits on title commitments, CDs, escrow ledgers, and wire instructions

• Guarantee all files comply with Federal and state-specific regulations

• Investigate all compliance issues and implement permanent process improvements

• Identify workflow bottlenecks and collaborate with Operations and Product teams to enhance playbooks, templates, and tools

• Keep Standard Operating Procedures (SOPs) updated and transform escalation trends into systematic solutions

• Collaborate closely with the Agent Network, Customer Success, and Product teams to ensure smooth transitions and a seamless customer experience

• Highlight trends, risks, and opportunities proactively, utilizing data and suggesting actionable solutions

⛳️ Requirements

• Minimum of 5 years of experience in title, escrow, settlement, or closing (residential resale) with at least 2 years in a management role

• Hands-on experience covering the entire closing lifecycle, from title to disbursement

• In-depth knowledge of Federal and multi-state compliance regulations (RESPA, TRID, CFPB, BSA/AML)

• Proficient in using Qualia

• Excellent communication skills; comfortable working in a fast-paced, remote, and multi-state environment

🏝️ Benefits

• Comprehensive Benefits: Medical, dental, vision, and life insurance

• Paid Time Off: 18 days of PTO (increases with tenure) plus 10 paid holidays

• Professional Development: Annual budget allocated for learning and career advancement

• Tenure Sabbaticals: Paid sabbaticals to celebrate significant milestones

• Clever Product Benefit: Exclusive access to Clever homeownership perks

• Work-From-Home Stipend: Support provided for your remote workspace

• 401(k): Retirement plan managed through Guideline

• Parental Leave: 6–12 weeks of paid parental leave

• Wellness Benefits: Complimentary counseling sessions and optional weekly meditation