Senior Director, Closing Operations

Team Architects•Charlotte, NC

1d•Onsite

About The Position

Hankin & Pack PLLC is a growing residential real estate law and title/settlement practice serving clients across North Carolina, South Carolina, and Georgia. We are seeking a Senior Director, Closing Operations to lead the firm's closing and pre-closing operations across five business divisions. This is a newly created leadership role reporting directly to the COO and overseeing four Team Leads and the broader closing operations organization. The ideal candidate brings both deep residential real estate closing operations experience and proven senior-level leadership experience. This is not a general operations role. Success requires a strong understanding of residential closings, title/settlement operations, high-volume transaction environments, client service, and the operational demands of attorney-state markets.

Requirements

7+ years of progressive experience in residential real estate closing operations, title, settlement services, or a closely related field.
3+ years of senior leadership experience managing high-volume operations teams, including through Team Leads or frontline managers.
Deep understanding of residential closing and pre-closing operations in a high-volume, deadline-driven environment.
Proven ability to lead both people and operational processes at scale.
Strong analytical and process-improvement skills, including experience developing workflows, KPIs, and scalable processes.
Exceptional communication, client-service, and stakeholder-management skills.
Experience with Title Production Software (TPS); Qualia strongly preferred.
Ability to operate effectively across multiple states and varying regulatory requirements.
Calm, decisive, and solutions-oriented leadership style in high-pressure environments.

Nice To Haves

Experience with attorney-state residential closings in NC, SC, and/or GA.
Background in title insurance, settlement services, or residential real estate law.
Experience leading operations across multiple locations or remote/hybrid teams.
Experience in an SLA-driven environment.

Responsibilities

Oversee residential closing and pre-closing operations across NC, SC, and GA.
Lead and develop four Team Leads supporting five business divisions.
Partner directly with the COO on operational strategy, staffing, performance, process improvement, and growth.
Establish clear expectations, accountability, and service standards across the closing organization.
Monitor capacity, productivity, quality, pipeline health, and service-level performance.
Ensure the operation delivers accurate, timely, compliant, and client-focused transactions at scale.
Oversee the full closing lifecycle, ensuring transactions move efficiently, accurately, and within established deadlines and service levels.
Identify and resolve workflow bottlenecks, capacity constraints, quality issues, and operational gaps.
Maintain consistent processes, documentation, and performance standards across teams and transaction types.
Reinforce appropriate controls around client funds, documentation, compliance, and risk.
Coach and develop Team Leads and the broader closing organization, fostering ownership, accountability, and continuous improvement.
Support recruiting, onboarding, staffing, and retention in partnership with the COO and HR.
Serve as a senior escalation point for clients, Realtors®, lenders, and other stakeholders, ensuring issues are handled with urgency and professionalism.
Maintain a calm, solutions-oriented approach during high-volume and time-sensitive closing periods.
Use operational data and KPIs to identify trends, improve efficiency, and increase capacity.
Build scalable workflows, reporting, and performance-management processes that support continued growth.
Partner with technology stakeholders to optimize title production systems, e-signature platforms, portals, and other operational tools.
Lead improvements that reduce errors, strengthen communication, improve turnaround times, and empower teams to resolve issues independently.
Ensure closing operations align with applicable residential real estate and attorney-state requirements across NC, SC, and GA.
Reinforce compliance, accuracy, documentation, and ethical standards throughout the organization.