Director, Market Operations (Portland, OR)

Rocket Companies

1d • $76,500 - $161,500

About The Position

As the Director, Marketing Operations, you will lead and optimize the marketing operations with a strong focus on portfolio and project management. You will drive efficiency, effectiveness, and scale across marketing processes, technology, and data management. You will collaborate with cross-functional teams to ensure seamless execution of marketing planning cycles and act as a business translator to ensure marketing efforts are closely aligned with company goals, optimizing the use of department resources and time. About the role Manage your team’s performance by using data and metrics to spot trends. Identify and address issues, reinforce best practices, and hold your team accountable to them. Utilize the Customer Satisfaction NPS, Agent and Transaction Coordinator NPS and Survey results to get a pulse on customer satisfaction to drive exceptional customer service to Agents, Clients, and vendors on every file from start to finish. Monitor file counts by team, attach rate goals to actuals, and overall pipeline management on a regular basis to ensure you are driving positive behaviors in results. Work closely with Redfin Market Managers and the Sales & Marketing team to achieve growth rates and targets for your market by soliciting feedback and identifying opportunities for growth. Act as the subject-matter expert for state-specific issues. You will work cross-departmentally in providing title guidance to not only your team, but other departments as needed. You will also serve as the primary contact for escalated market issues. You’ll work alongside market leadership to plan, communicate, and implement new team policies and procedures that will continue to allow Title to scale. You will help scale your team by interviewing, hiring, training and retaining a team of top-performing title professionals. Grow and develop your team by providing regular 1:1’s, weekly team meetings, on the job shadowing, value-added check-ins and other training opportunities. Monitor compliance across files which includes regular auditing to problem-solve and course-correct as needed. Review key reports, analyze data and make data-driven decisions for your state team. Handle routine team responsibilities including weekly team meetings, check-ins, timecard approvals and time-off coverage, weekly 1:1’s with direct reports, and performance management. Work cross-departmentally to ensure tasks are handled in a timely manner, recordings are completed, and all files are completed and funded with no balances.

Requirements

• 3 + years of experience in title industry and/ or leadership
• Experience with Qualia preferred but not required
• Familiar with all areas in the title process from start to finish

Nice To Haves

• A unique combination of organization and attention to detail: The overwhelming seems manageable; you commit to looking for things that are out of place and you get more done in less time
• A Multi-Tasker: You can work with high-level multi-tasking skills and prioritize in a fast-paced constantly changing environment. You also can balance the workload to accommodate the demands of the job and exceed customer expectations
• Excellent communication skills: When communicating, you hit the point from the get-go and deliver your message in a succinct manner
• Tech-savvy: You're comfortable with technology and learn new programs quickly
• A fun, caring, and humble attitude: We all work hard, but it's important to have a good time, look out for each other, and pitch in wherever needed

Responsibilities

• Lead and optimize the marketing operations with a strong focus on portfolio and project management.
• Drive efficiency, effectiveness, and scale across marketing processes, technology, and data management.
• Collaborate with cross-functional teams to ensure seamless execution of marketing planning cycles and act as a business translator to ensure marketing efforts are closely aligned with company goals, optimizing the use of department resources and time.
• Manage your team’s performance by using data and metrics to spot trends.
• Identify and address issues, reinforce best practices, and hold your team accountable to them.
• Utilize the Customer Satisfaction NPS, Agent and Transaction Coordinator NPS and Survey results to get a pulse on customer satisfaction to drive exceptional customer service to Agents, Clients, and vendors on every file from start to finish.
• Monitor file counts by team, attach rate goals to actuals, and overall pipeline management on a regular basis to ensure you are driving positive behaviors in results.
• Work closely with Redfin Market Managers and the Sales & Marketing team to achieve growth rates and targets for your market by soliciting feedback and identifying opportunities for growth.
• Act as the subject-matter expert for state-specific issues.
• Work cross-departmentally in providing title guidance to not only your team, but other departments as needed.
• Serve as the primary contact for escalated market issues.
• Work alongside market leadership to plan, communicate, and implement new team policies and procedures that will continue to allow Title to scale.
• Help scale your team by interviewing, hiring, training and retaining a team of top-performing title professionals.
• Grow and develop your team by providing regular 1:1’s, weekly team meetings, on the job shadowing, value-added check-ins and other training opportunities.
• Monitor compliance across files which includes regular auditing to problem-solve and course-correct as needed.
• Review key reports, analyze data and make data-driven decisions for your state team.
• Handle routine team responsibilities including weekly team meetings, check-ins, timecard approvals and time-off coverage, weekly 1:1’s with direct reports, and performance management.
• Work cross-departmentally to ensure tasks are handled in a timely manner, recordings are completed, and all files are completed and funded with no balances.

Benefits

• Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too!
• We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life.
• We are proud to offer eligible team members perks and health benefits that will help you have peace of mind.
• Simply put: We’ve got your back.
• Check out our full list of Benefits and Perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed