Operations Manager

Stewart • Irving, TX

9d

About The Position

Stewart is a global real estate services company, providing title insurance, settlement, underwriting, and lender services through our family of companies. We are committed to helping you own, develop, and nurture your career. We invest in your career journey because we understand that as you grow, so does our company. Our priority is smart growth – by attaining the best people, investing in tools and resources that enable success, and creating a better home for all. You will be part of an inclusive work environment that reflects the customers we serve. You’ll be empowered to use your unique experiences, passion and skills to help our company and the communities we serve constantly evolve and improve. Together, we can achieve our vision of becoming the premier title and real estate services company. This role directly engages in field operations outside of core Escrow and Title Operations, and also includes various leadership roles that support the overall strategy and execution of field-based operations. It manages and coordinates operational/business strategies and activities for a functional or geographic segment (e.g., division) of the organization.

Requirements

• Strong leadership, communication, coaching, and conflict resolution skills.
• Proficiency with Microsoft Office Suite, particularly Excel and reporting tools.
• Mortgage industry or fintech operations experience strongly preferred.
• Experience with NICE CXOne platform preferred.
• Background in customer experience optimization and operational transformation initiatives.
• Typically requires 8+ years of related work experience.

Responsibilities

• Manages and coordinates organization, branch, production, functional or department operation/business strategies and activities utilizing established management experience within an inbound call center or customer support environment.
• Participates in developing, interpreting and implementing policies and procedures for the assigned functional area/department using strong analytical and organizational skills.
• Assigns or delegates responsibilities for specified work or functional activities and ensures attainment of operating goals through experience leading teams in a fast-paced, metrics-driven operational setting.
• Serves as a resource in providing work direction and assistance in resolving issues as they arise.
• Manages individual contributors and/or supervisors through established ability to improve operational performance and team engagement.
• Accountable for the performance and results of a team within area of specialty using established workforce management, queue management, and KPI reporting experience.
• Assesses departmental priorities to address resource and operational challenges.
• Decisions and problem solving are guided by policies, procedures and department plan; receives guidance from senior leaders.
• Applies understanding of the business and how own area integrates with others to achieve departmental objectives.
• Reviews the team’s ability to achieve service, quality and timeliness of objectives.
• Identifies and solves technical and operational problems; understands broader impact across the department.
• Manages one or more generally related teams; adapts department plans and priorities to meet short-term service and/or operational objectives.
• Performs all other duties as assigned by management.

Benefits

• Variety of health and wellness insurance options and programs
• Paid time off
• 401(k) with company match
• Employee stock purchase program
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Senior