Assoc Manager, Customer Experience

About the role

Collaborate with both internal and external teams to facilitate a seamless client experience. Foster a high-energy, client-centric operation based on accountability and engagement.

Responsibilities

• Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality.
• Manage effective email communication to meet client expectations in a timely and professional manner.
• Provide one-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met.
• Drive accountability for direct reports in key performance areas such as Production and Quality Control.
• Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary.
• Respond to internal and external stakeholders to ensure quality issues are resolved.
• Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness.
• Interview and select new employees.
• Train and lead staff in all departmental operations, processes, procedures, and requirements.
• Communicate departmental initiatives and priorities to the team. Present data in a compelling manner to drive vision and purpose with internal and external stakeholders.
• Maintain a culture of continuous improvement and professional development.
• Provide operational agility, including cross-training and business continuity.
• Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts.

Qualifications

• 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 and 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 to manage change effectively.
• Strong interpersonal, negotiation, and conflict resolution skills.
• Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner 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 and maintain day-to-day operational excellence.
• Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery.
• Strong analytical and problem-solving skills with an 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 the use of Microsoft suite of products (Teams, Outlook, Excel, and Office).
• Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations.
• Familiarity with MSP/BlackKnight and Sagent is a plus.
• Prior Lean Six Sigma training and/or experience is a plus.

Pay

50,300 - 65,000 USD

Benefits

• Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support offerings.
• 401(k) with company match and vesting after one year.
• $400 annual well-being stipend and tuition assistance up to $5,250.
• Recognition Rewards, Referral bonuses, exclusive discounts and more.