Senior Manager, Titling Operations

Caribou Financial•Denver, CO

12d•$105,000 - $130,000•Onsite

About The Position

Caribou is seeking a Senior Manager, Titling Operations to lead the people, processes, and performance of our Titling department as we scale our lending operations. Your focus will be operational execution and people leadership. In this role, you will manage, coach, and develop a team of titling professionals spanning supervisory, specialist, and support functions. You will set clear performance expectations, deliver regular feedback, and manage corrective action in partnership with People Operations. You will build and maintain onboarding and development programs that bring new team members to full productivity quickly, and create and implement learning and development opportunities for the team, fostering growth paths for high-performing team members. You will own team performance against lien perfection rate, queue age, and throughput KPIs, and conduct regular queue audits and resolve blockers before they breach SLA thresholds. You will manage agent schedules across internal staff and vendors, and handle escalated file resolutions including outreach to customers, lenders, and jurisdictions as needed. You will operationalize, enforce, and continuously optimize the team’s execution against departmental SLAs and standard operating procedures, identifying bottlenecks and implementing solutions that measurably increase efficiency and accuracy. You will collaborate with the Director of Titling Strategy and Compliance to absorb complex, state-by-state regulator updates and seamlessly translate them into clear, actionable training and daily workflows the team can execute consistently. You will manage the titling team’s day-to-day interactions and workflows with external titling vendors to ensure effective service delivery within SLAs, and partner with the Director of Titling Strategy and Compliance to surface vendor performance issues and operational blockers proactively. This role requires full-time onsite presence in our Denver, Colorado office.

Requirements

7+ years of experience in a high-volume, document-intensive, regulated environment. Auto titling, mortgage, auto lending, or insurance operations backgrounds are all relevant.
Proven track record of hiring, onboarding, and developing frontline specialists and supervisors in a structured, metrics-driven environment.
2+ years managing teams of 10 or more, with demonstrated ability to drive accountability through clear KPIs, structured 1:1s, and performance management processes.
Strong process improvement instincts. Ability to identify inefficiencies, design better workflows, and implement changes that stick.
Exceptional problem-solving and de-escalation skills, with the ability to resolve complex operational issues and vendor or customer escalations.
Clear, direct communication skills (written and verbal) with the ability to work effectively across internal teams and with external partners including lenders, vendors, and jurisdictions.
Highly organized and metric-driven, with the ability to design structured daily workflows, monitor KPIs, and execute against SLAs.
Proficient in Google Workspace and highly computer literate, with the ability to navigate multiple systems simultaneously and adapt quickly to system or process changes.
High school diploma/GED or higher.

Nice To Haves

Direct titling experience is a plus, though candidates with strong operational backgrounds and a proven ability to learn complex domains quickly will also be considered.
Bachelor’s degree preferred.

Responsibilities

Manage, coach, and develop a team of titling professionals spanning supervisory, specialist, and support functions.
Set clear performance expectations, deliver regular feedback, and manage corrective action in partnership with People Operations.
Build and maintain onboarding and development programs that bring new team members to full productivity quickly.
Create and implement learning and development opportunities for the team.
Foster growth paths for high-performing team members.
Own team performance against lien perfection rate, queue age, and throughput KPIs.
Conduct regular queue audits and resolve blockers before they breach SLA thresholds.
Manage agent schedules across internal staff and vendors.
Handle escalated file resolutions including outreach to customers, lenders, and jurisdictions as needed.
Operationalize, enforce, and continuously optimize the team’s execution against departmental SLAs and standard operating procedures.
Identify bottlenecks and implement solutions that measurably increase efficiency and accuracy.
Collaborate with the Director of Titling Strategy and Compliance to absorb complex, state-by-state regulator updates and seamlessly translate them into clear, actionable training and daily workflows the team can execute consistently.
Manage the titling team’s day-to-day interactions and workflows with external titling vendors to ensure effective service delivery within SLAs.
Partner with the Director of Titling Strategy and Compliance to surface vendor performance issues and operational blockers proactively.