Director, Operations

About the Role  

The 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 our 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 Doma 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. Additionally, partners with various teams and platforms across Doma to drive innovative solutions while maintaining a cost effective and profitable operation. 

Responsibilities  

• Operational leadership
• Direct 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 company’s cultural values and operational objectives.
• Operational strategy
• Directly 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 company’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 your 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 execution
• Own 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 company (Product, Engineering, Legal, etc.) that enable you to execute rapidly 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 Skills & Experience  

• 8+ 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.