Senior Escrow Operations Manager (Blueprint)

Описание вакансии

Joining the Blueprint Team at PLACE

Blueprint Title is dedicated to providing a world-class closing experience that makes us the no-brainer title partner for all agents within the larger PLACE ecosystem. We’re a fast-growing, technology-driven title company that fully embraces the PLACE values: Grit, Results, Only Leaders, Wealth, Teamwork, and Humility. As part of the PLACE family, you will be joining a unified team committed to empowering top real estate professionals and ensuring an exceptional experience for every client.

Role Summary

We’re hiring a Senior Escrow Operations Manager to lead performance, reporting, capacity and talent management, and territory/coverage strategy for escrow and closing. You will grow and develop a high-performing team of Escrow Officers and Transaction Coordinators, own our operating rhythm and executive dashboards, and partner closely with Title, Lenders, GTM (Go-to-Market), Finance, and Post-Closing to hit growth and service targets. This role is accountable for designing the plan and driving execution.

• Location: Remote (U.S., preferable if located in the Austin, Texas area)
• Reports to: Director of Escrow
• Teams Managed: Escrow Officers (EO) and Transaction Coordinators (TC)

The Opportunity

We are seeking an experienced, high-functioning people leader who will grow and develop a high-performing team while owning reporting/insights, capacity and talent management, and territory/coverage design across markets. This role requires deep expertise across the title, escrow, and closing lifecycle; strong compliance and governance leadership; and the ability to run a cross-functional operating cadence (with GTM, Title, Lending, Finance, Post-Closing, and Tech). You will be accountable for translating company goals into team KPIs, staffing plans, and process improvements that elevate On-Time Closings (OTC), service levels, and client/agent experience.

What You’ll Own

Strategy & Operating Rhythm

• Own monthly and quarterly planning for SLAs, staffing plans, and utilization targets across markets.
• Run the business cadence: weekly and monthly business reviews with cross-functional leaders; translate company goals into team KPIs and execution plans.
• Establish approach for process changes, SOPs, and compliance to ensure scalable execution.

Reporting & Analytics

• Build and maintain executive-ready dashboards for OTC, CD timeliness, funding cycle time, file loss rates, pipeline health, capacity/utilization, and CSAT/NPS.
• Develop and improve staffing and territory models for order volume
• Conduct root-cause analyses and deliver data-driven action plans that improve productivity, quality, and client experience.
• Present performance insights, risks, and recommendations to senior leadership with clear, measurable follow-through.

Capacity & Workforce Management

• Design and maintain capacity models (demand and skill-based routing) across EO/TC teams.
• Balance workloads across regions and skill sets; implement scheduling, high volume coverage, and load leveling to protect SLAs during peak periods.
• Define staffing plans, hiring ramps, and cross-training strategies in partnership with other leadership.

Territory & Coverage Design

• Own market segmentation and coverage models to optimize assignment by state, channel, and complexity; minimize overlap and rebalance as volumes shift.
• Set and iterate routing logic, capacity thresholds, and prioritization policies
• Align territory/coverage design with Sales/GTM priorities and service-level commitments.

Talent Management & Development

• Hire, lead, and develop EO/TC team members and frontline leads; set clear goals, scorecards, and accountability.
• Establish a performance management framework (calibration, development plans, career paths, and succession).
• Lead change management for new processes, tools, and org structures to support growth and quality.

Process Excellence, Compliance & Risk

• Own the governance and quality framework for end-to-end escrow execution from open to funding and package return through standards, SOPs, and quality controls.
• Ensure accuracy of CDs/settlement statements, payoffs, taxes, and HOA;
• Invest in strong partnership and process refinement with our preferred affiliate lender.
• Implement robust QA/QC checklists and file audits; track defects, approve exceptions, and reduce file losses/shortages in partnership with Post-Closing and Finance.
• Ensure adherence to ALTA Best Practices, RESPA, state regulations, underwriter guidelines, and security standards; maintain audit readiness.

Cross-Functional Leadership

• Partner with leadership in Title, Lender, GTM, Finance, Post-Closing, and Tech/BizOps to align goals, dependencies, and outcomes.
• Drive system and workflow improvements (Qualia configuration, templates, automations); lead User Acceptance Testing and feedback loops that improve accuracy, speed, and agent/client experience.

What Success Looks Like

• First 90 days: Baseline dashboards live; territory model implemented; business review cadence established; agreed SLAs and staffing plan in place.
• First 180 days: Improved CSAT/NPS; balanced coverage/routing; measurable reduction in file losses, cycle times, and days to close.
• First 12 months: Sustained SLA/OTC performance, higher team capacity, and a developed staff with clear career paths.

Qualifications

• 10+ years of experience in title/escrow operations with a deep understanding of the full closing lifecycle (purchase and refinance).
• 5+ years of people management experience, ideally leading remote, multi-state teams.
• Proven ownership of capacity/workforce planning, territory/coverage design, and reporting/analytics.
• Demonstrated results improving OTC, cycle times, file quality, and agent/customer experience at scale.
• Strong technical aptitude: title/escrow production platforms (Qualia preferred) and workflow tools; advanced Sheets/Excel; BI/reporting tools (Looker, Tableau, Power BI). SQL is a plus.
• Exceptional communicator with strong stakeholder management and executive-ready presentation skills.
• Compliance-minded with impeccable integrity and fiduciary responsibility.
• Alignment with PLACE values: Grit, Results, Only Leaders, Wealth, Teamwork, and Humility.

Key KPIs You’ll Own

• SLA adherence and cycle time (e.g., OTC, CD timeliness, funding cycle time)
• Capacity utilization and staffing vs. plan; forecast accuracy
• Territory/coverage efficiency and routing effectiveness
• File loss/shortage rate
• CSAT/NPS; team engagement, retention, and ramp time