About the role
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.
Originally posted on Himalayas