Operations Associate Manager

Snapdocs•San Francisco, CA

15h•Remote

About The Position

The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. Snapdocs is changing that. Our platform currently powers 20% of all real estate closings in the country, and we’re just getting started. We design workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Our customers range from the largest mortgage lenders to independent title companies. They trust us because we solve real operational pain with empathy, rigor, and reliability. We’re backed by Sequoia, Y Combinator, and F-Prime, and we’re building for the long term. Job Summary: The Operations Associate Manager is responsible for delivering a consistent, high-quality customer experience by leading teams at scale and improving the systems that support them. This role focuses on developing talent across multiple levels, driving operational excellence, and identifying opportunities to reduce friction and improve efficiency. Success is measured by team performance, operational health and the experience delivered to our customers.

Requirements

Bachelor’s degree preferred, major doesn’t matter
At least 5-8 years of relevant work experience
At least 2 years of direct people management experience
At least 2 years of customer-facing experience
Experience managing & developing a team, can lean into challenging situations & conversations
Comfortable with navigating ambiguity and can adapt to change quickly
Doesn't wait for direction, acts with a sense of agency & urgency, takes ownership
Seeks corrective feedback, coachable
Ability to manage deadlines and keep projects on track, they stick with things, organized
Team player, makes work lighter and easier for the rest of the team, assumes positive intent
Sees problems as opportunities to serve, find solutions and make an impact
A natural passion for creating exceptional customer experiences
Strong communicator, the ability to communicate clearly across teams, geographic locations, and time zones
Is able to work cross functionally and serve as a thought partner to others

Responsibilities

Lead and develop a team of Specialists, Leads, and supporting roles— providing guidance, support and motivation to ensure high levels of performance and productivity.
Set clear expectations and goals to drive accountability across all levels
Provide consistent coaching and feedback to improve performance and build capability
Identify and develop talent, supporting growth and readiness for future opportunities
Build and strengthen a leadership layer that can operate independently and deliver results at scale
Foster engagement and a strong team culture within your team and across the broader department
Play a key role in driving overall team performance across key metrics
Monitor performance trends and quickly identify gaps or risks
Take decisive action to address issues and drive consistent results
Ensure alignment and consistency in execution across teams and workflows
Use data to drive strategic thinking and influence others
Identify high-impact inefficiencies, friction points, and recurring issues
Develop and own solutions end-to-end, from ideation through execution
Monitor outcomes, assess effectiveness, and adjust to drive continuous improvement
Push through roadblocks and remove barriers to ensure progress
Ensure processes are clearly defined, adopted, and consistently followed
Partner with Product, CS, and other teams on cross-functional initiatives
Act as the Operations DRI for key workflows and customer experiences
Align stakeholders around priorities, tradeoffs, and solutions
Drive execution on initiatives that impact both internal operations and customer experience
Ensure teams consistently deliver a high-quality customer experience
Identify and mitigate risks that could impact customer satisfaction or retention
Translate customer feedback into actionable improvements
Step in to own high-impact or systemic customer issues when needed
Maintain strong awareness of daily operations (volume, unfilleds, escalations)
Ensure teams are set up to succeed during peak periods and high demand
Balance short-term execution needs with long-term improvements
Make timely, confident decisions in a fast-paced environment