Senior Manager, Titling Operations

About the role

Caribou is seeking a Senior Manager, Titling Operations to lead the people, processes, and performance of our Titling department as we scale our lending operations. Your focus will be operational execution and people leadership.

• Manage, coach, and develop a team of titling professionals spanning supervisory, specialist, and support functions.
• Set clear performance expectations, deliver regular feedback, and manage corrective action in partnership with People Operations.
• Create and implement learning and development opportunities for the team.
• Foster growth paths for high-performing team members.
• Own team performance against lien perfection rate, queue age, and throughput KPIs.
• Conduct regular queue audits and resolve blockers before they breach SLA thresholds.
• Manage agent schedules across internal staff and vendors.
• Handle escalated file resolutions including outreach to customers, lenders, and jurisdictions as needed.
• Operationalize, enforce, and continuously optimize the team’s execution against departmental SLAs and standard operating procedures.
• Identify bottlenecks and implement solutions that measurably increase efficiency and accuracy.
• Collaborate with the Director of Titling Strategy and Compliance to absorb complex, state-by-state regulator updates and seamlessly translate them into clear, actionable training and daily workflows the team can execute consistently.
• Manage the titling team’s day-to-day interactions and workflows with external titling vendors to ensure effective service delivery within SLAs.

Requirements

You are an operations-first leader who creates structure, drives accountability, and develops the people around you. You hold teams to high standards and you know the difference between a process problem and a people problem. You, like us, are driven to achieve your goals.

• 7+ years of experience in a high-volume, document-intensive, regulated environment.
• Auto titling, mortgage, auto lending, or insurance operations backgrounds are all relevant.
• Direct titling experience is a plus, though candidates with strong operational backgrounds and a proven ability to learn complex domains quickly will also be considered.
• Proven track record of hiring, onboarding, and developing frontline specialists and supervisors in a structured, metrics-driven environment.
• 2+ years managing teams of 10 or more, with demonstrated ability to drive accountability through clear KPIs, structured 1:1s, and performance management processes.
• Strong process improvement instincts. Ability to identify inefficiencies, design better workflows, and implement changes that stick.
• Exceptional problem-solving and de-escalation skills, with the ability to resolve complex operational issues and vendor or customer escalations.
• Clear, direct communication skills (written and verbal) with the ability to work effectively across internal teams and with external partners including lenders, vendors, and jurisdictions.
• Highly organized and metric-driven, with the ability to design structured daily workflows, monitor KPIs, and execute against SLAs.
• Proficient in Google Workspace and highly computer literate, with the ability to navigate multiple systems simultaneously and adapt quickly to system or process changes.
• High school diploma/GED or higher. Bachelor’s degree preferred.