About the role 
The Regional Closing Operations Manager reports to the Vice President of Closing Operations and will assist in the development of efficient and well-documented processes and own continuous process improvement driven by performance metrics. They will provide invaluable operational expertise and process enhancements for multiple states within a region. They will manage closing supervisors for our resale estate purchase and resale transactions.  They must possess excellent oral and written communication skills and will collaborate with our technology and learning enablement teams to create an efficient, enjoyable work environment.  

They will inspire their team to create a delightful customer experience, furthering the Doma mission to make the home closing process as friction-less as possible for home buyers, real estate agents, and lenders. They will be excited to be part of the ‘title and escrow company of the future.’ They will coach and grow their team and introduce an enforce data-driven management and goal setting. 

Essential Duties 

What will you be doing? 

• Welcome & Grow Create team operating, management, and performance norms and review cadence. 

• Own team staffing and scheduling 

• Coaching their supervisors on how to successfully onboard new hires, ensuring that the team member gets up to speed quickly and is delivering on both internal and external expectations 

• Own & Advise Own your team’s ability to deliver excellent, error-free service. Constantly measure your team’s progress and ensure their success against key metrics. Working with leadership and HR business partners, create and drive clear solutions to address performance challenges. 

• Search constantly for strategic and operational improvements to your team’s processes, structure, and culture and drive these improvements through to solution. Collaborate with our learning and enablement team to document and formalize process revisions to create easy-to-follow procedures. 

• Inspire & Coach, Monitor their team and develop performance goals and coach them on best practices for handling escalations with professionalism (intervening in file-level concerns only where absolutely necessary).  

• Lead team with data-driven approach, leveraging internal performance metrics (e.g., Service Level Agreement -adherence, file quality, customer communication, etc.)  

• Foster a team experience that manifests the Doma cultural values: 

• Customer Obsessed – We always put our customers first. 

• Solution Driven – We solve problems that other people are afraid to. 

• People leaders – We grow all of our people into leaders. 

• One Team – We believe inclusion and teamwork produce the best results. 

• Direct with Respect – We communicate with honesty and respect to our colleagues, customers, and partners. 

• Collaborate & Contribute 

• Forge excellent relationships with internal stakeholders  

• Provide invaluable operational expertise to the larger organization, including the Technology, Product, Learning and Enablement, and Sales teams. 

• Collaborate on workflow process improvements 

What skills and experience do you need? 

• 5+ years in multi-state real estate closing operations experience; 7+ years in a leadership position. 

• Knowledgeable in the purchase resale closing and post-closing process requirements, including state-specific nuances.  

• Experience working in a robust task driven closing platform. Proficiency in Resware a plus! 

• Ability to: 

• Inspire and coach a team to perform at near-maximum capacity 

• Execute operational improvements quickly and efficiently based on performance metrics 

• Make metrics-driven recommendations and decisions 

• Foster a fast-paced, metrics-driven, high-performance work environment 

• Navigate and interpret team performance dashboards 

• Contingency plan calmly and efficiently as necessary 

• Excellent phone and email communication skills 

• Extreme attention to detail and organizational skills 

• Passion for multitasking and context-switching 

• Comfort with constant change and process improvement 

• Comfortable in a paperless, technology drive environment 

• Highly proficient computer skills and open to learning new software/ programs Resware experience a plus!