WHAT YOU’LL NEED TO SUCCEED

• 3–5 years of experience leading teams in customer experience and/or operations.
• A strong commitment to customer-centricity, continuous improvement, and operational excellence.
• Proven ability to drive performance through effective coaching, goal setting, and accountability.
• Experience building and nurturing high-performing teams with strong values and a positive culture.
• Strong analytical skills with the ability to derive insights from data to inform decisions.
• A collaborative mindset and genuine empathy for customers—especially those navigating the home-buying process.
  Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don’t meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for!

As a Customer Operations Manager, you’ll lead a high-performing team dedicated to delivering exceptional customer experiences during one of the most significant financial transactions of our customers’ lives. Your day-to-day responsibilities will include:

• Leading and managing Customer Success & Operations Coordinators and Case Resolution Leads across your assigned state(s).
• Driving team performance, engagement, and professional development through coaching, mentoring, and regular feedback.
• Empowering your team to deliver outstanding support and guidance to customers throughout their journey.
• Owning and delivering on key operational KPIs for your state(s), ensuring consistent and high-quality outcomes.
• Partnering with Product and Engineering teams to identify and implement process and tooling improvements that enhance team efficiency and customer satisfaction.
• Collaborating with the Training & Quality team to continuously improve productivity and service quality.
• Working with the Change Management & Content team to ensure timely and accurate communication of process and policy updates.
• Coordinating with the Partner Operations Manager to enhance the quality of work provided by legal partners.
• Participating in strategic planning and review cadences with the Home-in Commercial team (for lenders) and Partner Ops Manager (for law firms) to align on and achieve state-specific goals