About the Role

Doma is seeking a Sr. Director, Title Operations to lead multiple operations teams with a focus of providing support across multiple channels to ensure the successful fulfillment of thousands of transactions a month. You will function as a key leader in business growth and, process development and culture building, and become an expert in our customer’s needs. Key functions include evolving workflows and driving performance to ensure service levels are met, developing department roadmaps, and actively seeking methods to streamline business processes while managing and setting goals for a team and ensuring your teams are delivering exceptional service all while scaling rapidly. The Sr. Director will build and retain a team of domestic and off-shore professionals dedicated to delivering a remarkable customer-oriented department through effective leadership, achieving aggressive business goals, and operation efficiencies.

Responsibilities

• Lead the Doma Underwriting Title Operations team by providing support for the successful fulfillment of highly complex customer orders
• Manage, monitor, and measure the performance of queues and processes associates, teams and queues
• Operate risk management controls to ensure compliance with federal and state regulations
• Coordinate within multiple departments, including within Doma, to ensure consistent and proper execution
• Build a roadmap for scaling a domestic customer service teams and third-party outsources vendors
• Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
• Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality
• Support, recommend and implement technology initiatives
• Responsible for communicating monthly results to Doma Underwriting leadership on departmental performance objectives
• Oversee the capacity and staffing planning to ensure adequate service levels are met with tight deadlines
• Oversee production staff across multiple locations/time zones
• May be required to support new business initiatives through demonstration of existing management capabilities
• Demonstrate behaviors which are aligned with the organization's desired culture and values
• Prepares and executes an annual hiring plan with direct input from the management team
• Coordinates with other departments as necessary to ensure system upgrades and enhancements are completed efficiently and effectively
• Evaluate and strategically adjusts departments' activities, policies, and practices to meet or exceed key performance metrics and customer satisfaction goals
• Perform other related duties as required and assigned

Required Skills & Responsibilities

• This individual needs to have exceptional communication skills, a strong analytical acumen, proven delivery successes in complex project implementations, hands on operational experience and outstanding leadership credentials
• A minimum of 12 years of career progression within a combination of professional services, exceptional customer experience and a strong operational background
• At least 7 years of experience with implementing and using the benefits of metrics, processes, and systems to maximize performance of large domestic and international teams.
• Strong analytical and process improvement skill sets
• Excellent presentation and organizational skills; ability to collaborate, manage and expand relationships across the organization and with all levels of management
• Ability to work with data, spot trends and draw conclusions
• Ability to work independently with minimal supervision