Associate Manager, Customer Experience

• Collaborate with internal and external teams to facilitate a seamless client experience
• Foster a high-energy, client-centric operation based on accountability and engagement
• Manage client relationships through weekly and monthly status meetings, annual business reviews, escalation resolution, Service Level Agreements, and high work quality
• Maintain timely and professional email communication to meet client expectations
• Coach, counsel, and train customer care associates
• Draft and present formal coaching, corrective action, and performance improvement plans
• Drive accountability for direct reports in Production and Quality Control
• Monitor call quality and provide verbal and written feedback
• Address training needs and performance management issues
• Resolve quality issues with internal and external stakeholders
• Develop and measure KPIs including schedule adherence, after-call work, quality, efficient call handling, and attendance/reliability
• Interview and select new employees
• Train and lead staff in departmental operations, processes, procedures, and requirements
• Communicate departmental initiatives and priorities to the team
• Present data to internal and external stakeholders to drive vision and purpose
• Maintain a culture of continuous improvement and professional development
• Provide operational agility through cross-training and business continuity
• Provide coverage assistance to Contact Center management and assist with evening/weekend shifts

• Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry
• 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing
• 3+ years of leadership experience
• Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture
• Exceptional leadership skills, including team-building and emotional intelligence
• Demonstrated ability to motivate teams and manage change effectively
• Strong interpersonal, negotiation, and conflict resolution skills
• Excellent written and oral communication skills, including communicating complex data clearly and concisely to multiple audiences
• Excellent planning and organizational abilities
• Experience managing and/or interacting with geographically distributed teams
• Ability to organize and coordinate with stakeholders across multiple functions and geographic locations
• Ability to prioritize and conduct multiple projects simultaneously while maintaining day-to-day operational excellence
• Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions
• Strong analytical and problem-solving skills, with ability to develop alternative solutions for complex situations
• Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets
• Proficient computer skills, including Microsoft suite products (Teams, Outlook, Excel, and Office)
• Ability to maintain a positive and professional demeanor in fast-paced, high-stress situations
• Familiarity with MSP/Black Knight and Sagent is a plus
• Prior Lean Six Sigma training and/or experience is a plus

Demonstrates strong leadership and team-building capabilities while managing client relationships and operational excellence in a fast-paced environment. Proficient in developing KPIs, conducting performance management, and fostering a culture of continuous improvement.

• Client Relationship Management
• Leadership Experience
• Performance Management
• Data Analysis
• Quality Auditing

• KPI Development
• Root Cause Analysis
• Quality Control
• Performance Improvement Plans
• Escalation Resolution

• Emotional Intelligence
• Negotiation Skills
• Conflict Resolution
• Organizational Abilities
• Interpersonal Skills

• Lean Six Sigma Training

• Real Estate
• Escrow
• Title Insurance
• Mortgage
• Quality Auditing

• Microsoft Teams
• Microsoft Outlook
• Microsoft Excel
• Microsoft Office
• MSP/Black Knight