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

Market Street Settlement Group LLC provides title and escrow services and is a subsidiary of Anywhere Real Estate Inc. The Regional Operations Support Manager optimizes and standardizes escrow operations across multiple brands and states, supports process improvement and risk mitigation, integrates technology, and provides guidance, training, and strategic support to regional and branch teams.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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:

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