Director, Operations

About Our ClientIf you’re good at what you do, you can work anywhere. If you’re the best at what you do, come work for the organization.About UsOur client offers solutions for lenders, real estate professionals, title agents, and homeowners that make closings vastly simpler and more efficient, reducing cost and increasing customer satisfaction.Our ValuesObsessively Entrepreneurial - Encouraging calculated risk-taking, and understanding that some of the best learning happens by making mistakes along the way.People First - Communicating with honesty and respect to customers, colleagues, and partners.Better Together - Believing diversity, equity and inclusion creates value through the differences in backgrounds, experiences, and perspectives.Act with Integrity - Holding oneself to the highest ethical standards in all business practices.About the RoleThe Director of Operations will be responsible for designing strategy, driving best-in-class execution, and developing and supporting a world-class team to deliver excellent, error-free service that drives delight and loyalty with customers. This role will strategically oversee progress against key metrics, create clear solutions, and manage the development of team members. The Director of Operations will directly engage and contribute to managing partnerships with various teams and platforms across the organization to drive innovative solutions while maintaining a cost effective and profitable operation. They will consistently stay close to day-to-day production and provide immediate support with file-level tasks escalations, and associate needs.Key ResponsibilitiesOperational leadershipDirect and develop a large team of people leaders, production leads, and title & closing associates through strategy setting, coaching, and collaboration.Own and continuously evaluate team operating, management, and performance standards.Own and improve interview and talent development strategy in support of a scalable recruiting process to develop and maintain a consistent, healthy hiring pipeline.Create and foster a team experience that manifests the organization’s cultural values and operational objectives.Operational strategyDirectly influence the prioritization and review of the end-to-end file and customer experience.Prepare detailed recommendations to senior management concerning significant changes/improvements in operations, along with the creation or revision of operating policies and procedures necessary to document and effectuate the recommended changes/improvements.Support successful onboarding of new customers and clients, ensuring that operations departments deliver on customer-specific expectations.Create structure around the organization’s most complex business challenges, developing frameworks in which to evaluate potential solutions, gaining buy-in from critical business leaders and creating clear plans to quickly execute solutions.Clearly articulate goals and persuasively communicate recommendations to senior executives; influence decisions by building consensus and mobilizing towards execution.Dive deep to learn details and analyze data, then zoom out to develop compelling, synthesized insights and recommendations.Operational executionOwn workforce management, real time queue and service level management including the development of processes to manage administrative duties of leaders.Execute recommendations with clarity and conviction, adjusting where necessary based on early results; effectively communicate progress and blockers.Build strong relationships with colleagues across the organization (Product, Engineering, Legal, etc.) that enable rapid execution with cross-functional support.Monitor and drive accountability in third party relationships with vendors and fulfillment partners.Strategically direct partnership with the technology team to develop, administer, and roll out new technology improvements and processes.Required Qualifications8+ years’ experience leading people and operations, consulting, strategy or other related fields.Experience effectively managing a large, high-volume team including people leaders (Managers, Supervisor, Leads).Strong operational and organizational skills and background.Demonstrated ability to drive every step of the impact process, including:Structuring complex problems.Developing effective solutions based on quantitative and qualitative insights and strong judgment.Creating cohesive buy-in.Building strong cross-functional relationships.Executing with conviction.Measuring results and iterating.Efficient and compelling communication to all stakeholder levels from associate to executive leadership.Proven mastery of state-specific title, closing, and post-closing requirements.Deep proficiency in Resware.Proven ability to push relentlessly for solutions that drive tangible value to the business.Strong analytical expertise combined with outstanding written and verbal communication skills.A self-starter who can work well collaboratively, deliver on commitments, prioritize assignments and manage multiple tasks simultaneously.Ability to work on the ground floor or at the highest strategic level depending on business needs.The base salary range for this role is $124,250—$197,500 USD.Additional InformationThis job is also eligible for bonus compensation.The organization offers a comprehensive package of benefits to eligible employees (FTE, non-contract): medical/dental/vision insurance, 401(k), generous vacation time, and paid bonding leave.The organization currently offers the following benefits to all Full-Time employees:Work/Life Balance - Encouraging taking Paid Time Off (PTO)!12 Weeks of Paid Family Bonding Leave (Maternity and Paternity).Incredible medical, dental, and vision benefits options to allow customization to individual and family needs, starting the month following the first day of employment.Health Savings Account (HSA).401K with company match program.Short-Term & Long-Term Disability.Supplemental Life and AD&D Insurance.Critical Illness, Injury and Hospital Insurance.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”