Head of Title & Escrow Experience

About Opendoor

Are you intrigued by the thought of disrupting a trillion dollar industry through technology? At Opendoor, we are on a bold mission to empower everyone with the freedom to move by making buying, selling and trading-in a home stress-free and instant. In four years since we started, we have hired an exceptional team, seen strong growth, bought and sold over 20,000 homes (with an annual purchase run rate exceeding $3.8 billion), and raised over $1 billion in equity funding. The coming years present a tremendous opportunity for innovation as we explore new frontiers and scale nationwide.

About Title & Escrow at Opendoor

Opendoor Title & Escrow operates in nearly 20 markets today, expanding to many more markets in 2018 and 2019 as we continue to scale the fastest growing Title & Escrow agency in the US. In addition to rapid growth, technology is core to our DNA, which means that we are also focused on refining the operations and customer experience of Title and Escrow. We look to reinvent an industry ripe for change.

About the Head of Title & Escrow Experience Role

As Title & Escrow Experience Manager, you have ultimate responsibility in ensuring that the title & escrow experience delights our sellers and buyers from post-contract to close. You are exceptionally customer centric, and consistently look to improve the customer experience through the creation and execution of process, automation and tooling. You are highly collaborative, especially across markets and with our leadership team, and are a proven people manager and builder of high-performing teams.

You will:

* Run an operation that supports a customer centric and operationally efficient closing process for thousands of title and escrow transactions per month

* Manage, inspire and lead a team of Experience Associates, including recruiting, hiring & training new team members

* Develop and implement a consistent, repeatable and scalable escrow experience through playbooks, scripts, processes, coaching, Service Levels Agreements, performance management of our Title & Escrow partners

* Partner with our technology teams to craft a seamless, transparent closing experience

* Dive into the weeds with your team on a daily basis, removing blockers, handling escalations and communicating up and across as appropriate- for alignment, resources, or support, including the need to update/revise goals as ground conditions change

* Gather and synthesize customer & internal feedback

* Weigh decisions and improve processes with consideration for both the customer experience and our bottom line

* Set and be responsible for weekly/monthly/yearly targets and goals and develop a deep understanding of outputs and key drivers

* Build a culture of open and direct feedback

Skills required:

* 7+ years of proven customer success leadership - preferably within Title & Escrow

* Flexibility to travel

* Familiarity with title production software(Resware, Qualia, SoftPro, etc.)

* Obsession with customer delight and continually elevating customer experience standards

* Willing to roll up your sleeves and do"whatever it takes". You are hungry, have an immense work ethic and are excited by ambitious goals

* Ability to motivate and inspire cross-functional teams

* Creative problem solving abilities, and a proven track record of thinking"outside the box" to solve complicated and multi-faceted problems

* Strong and structured communication style, both verbal and written

Opendoor values Openness

Our team celebrates our diverse backgrounds. We believe that being open about who we are and what we do allows us to be better. Individuals seeking employment at Opendoor are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.