Lead performance, reporting, capacity and talent management, and territory/coverage strategy for escrow and closing
Grow and develop a high-performing team of Escrow Officers and Transaction Coordinators
Own our operating rhythm and executive dashboards
Partner closely with Title, Lenders, GTM (Go-to-Market), Finance, and Post-Closing to hit growth and service targets
Accountable for designing the plan and driving execution
Own monthly and quarterly planning for SLAs, staffing plans, and utilization targets across markets
Run weekly and monthly business reviews with cross-functional leaders; translate company goals into team KPIs and execution plans
Build and maintain executive-ready dashboards for OTC, CD timeliness, funding cycle time, file loss rates, pipeline health, capacity/utilization, and CSAT/NPS.
Conduct root-cause analyses and deliver data-driven action plans that improve productivity, quality, and client experience
Design and maintain capacity models (demand and skill-based routing) across EO/TC teams
Define staffing plans, hiring ramps, and cross-training strategies in partnership with other leadership
Own market segmentation and coverage models; implement robust QA/QC checklists and track defects

10+ years of experience in title/escrow operations with a deep understanding of the full closing lifecycle (purchase and refinance)
5+ years of people management experience, ideally leading remote, multi-state teams
Proven ownership of capacity/workforce planning, territory/coverage design, and reporting/analytics
Demonstrated results improving OTC, cycle times, file quality, and agent/customer experience at scale
Strong technical aptitude: title/escrow production platforms (Qualia preferred) and workflow tools; advanced Sheets/Excel; BI/reporting tools (Looker, Tableau, Power BI). SQL is a plus
Exceptional communicator with strong stakeholder management and executive-ready presentation skills
Compliance-minded with impeccable integrity and fiduciary responsibility
Alignment with PLACE values: Grit, Results, Only Leaders, Wealth, Teamwork, and Humility.

Senior Escrow Operations Manager

Key skills