Managing Director, Escrow Operations

GA - Duluth

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Position Summary
The Managing Director, Escrow Operations is responsible for operationalizing the strategy for all of OS National's escrow transactions for Opendoor Core transaction (multi-state, high-volume purchase transactions). Responsible for determining operations strategy and executing on operational plans to deliver a best-in-class escrow experience tailored to the unique needs of Opendoor and the sellers, buyers and agents transacting with Opendoor. This is a "hands on” senior management operational role that requires balancing short-term needs and long-term goals.

Responsibilities

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    • This role manages the Directors of Escrow Operations across multiple regions to support a national footprint.

Essential Duties and Responsibilities

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    • Collaborates with COO and relevant stakeholders to establish and drive the operational strategy for Opendoor Core transactions, ensuring alignment with OS National's short-term and long-term objectives.
    • Overall accountability for the operations for Opendoor Core transactions, building a highly inclusive culture ensuring team members thrive and organizational outcomes are met.
    • Develops goals for performance, growth and expansion - helping to implement organization-wide goal setting, performance management, and annual operating planning.
    • Accountable for operational processes, process improvement, quality, customer satisfaction (CSAT/NPS), service level agreements and productivity.
    • Identifies key business challenges and opportunities for improvement.
    • Develops objectives and key results (OKR's) for Opendoor Core escrow operations, including quarterly initiatives to achieve objectives.
    • Ensures adherence to company, underwriter, federal, state, and local business requirements, enforcing compliance and acting when necessary.
    • Capacity, People and Relationship Management.
    • Develops and retains a productive and highly engaged team.
    • Promotes positive, teamwork and achievement-oriented work culture for team.
    • Models and reinforces actions consistent with the Company's operating principles, values, vision and culture in line with the core leadership competencies.
    • Collaborates with various stakeholders to understand volume projections and staffing needs across locations and business lines.
    • Works with regional managers to balance workloads across operations
    • Creates quarterly/annual personal development plans and provides coaching, feedback, and written counseling if needed for escrow teams.
    • Build strong relationships with internal departments such as: Sales, SOU, Title and Escrow Accounting .
    • Participate in and support other departmental and company initiatives as required.

Capacity, People and Relationship Management

  •  
    • Develops and retains a productive and highly engaged team.
    • Promotes positive, teamwork and achievement-oriented work culture for team.
    • Models and reinforces actions consistent with the Company's operating principles, values, vision and culture in line with the core leadership competencies.
    • Collaborates with various stakeholders to understand volume projections and staffing needs across locations and business lines.
    • Works with regional managers to balance workloads across operations
    • Creates quarterly/annual personal development plans and provides coaching, feedback, and written counseling if needed for escrow teams.
    • Build strong relationships with internal departments such as: Sales, SOU, Title and Escrow Accounting.
    • Participate in and support other departmental and company initiatives as required.

Business Perfomance

    • Cost optimization champion.
    • Identifies high-value ROI opportunities.
    • Collaborate with operational leaders to deliver and continually improve a "One OSN” escrow process across all regions.
    • Measures performance against established milestones and metrics, including cost, attach and NPS.
    • Oversees the development of root-cause analysis and corrective/preventive action plans to continually improve delivery to SLA.
    • Develop objectives and initiatives to drive higher performance.
    • Work with engineering and product resources to scope technology-driven improvement initiatives.

Sucess Criteria

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    • Global Acumen - Uses knowledge of major business functions, economic, financial, market, and industry trends to contribute to effective business strategies and understand and improve results; understands regional differences to adjust approach to enhance business unit and organizational results; utilized financial data to diagnose business strengths and weaknesses and identify the implications for potential strategies; keeps a financial perspective in the forefront when making strategic decisions.
    • Cultivating and Managing Relationships - Develops and maintains strategic relationships with stakeholders and potential partners inside and outside the organization (e.g., peers, cross-functional partners, customers, external vendors) who are willing and able to provide the information, ideas, expertise, and/or influence needed to advance understanding of business issues and achieve business goals.
    • Project Management - Planning, organizing, expanding, and managing bandwidth and resources to bring about the successful completion of strategic organizational objectives.
    • Ambiguity - Copes effectively in a fast paced, changing environment; shifts gears comfortably; can decide and act without having the total picture; looks for ways to focus on solution rather than the problem.
    • Accountability - Holds self and others accountable for measurable, high-quality results; determines objectives, sets priorities, and delegates; accepts responsibility for mistakes; complies with and enforces established control systems and rules. 

Qualifications

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    • Title & escrow industry domain expert
    • Strategic thinking skills
    • Able to work with others in a collaborative manner
    • Ability to operate with agility in a fast-moving environment
    • Strong judgment and decision-making skills
    • Nimble business mind with a focus on developing creative solutions

Education and Experience

    • 10+ years in an escrow management role in a high-volume, multi-location environment, preferably purchase focused
    • Bachelor's degree or equivalent combination of education and experience
    • High impact communicator - communicate in a focused and compelling way that captures and holds others' attention and stimulates others' thinking and actions.

Why choose OS National?  
OS National offers its employees a comprehensive suite of benefits that include:  

- 100% company-paid employee only health benefits 
- Competitive compensation
- Benefits effective on 1st day of employment
- Work-from-home stipend
- Volunteer time off and much more! 
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