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Joining the Blueprint Team at PLACE

Blueprint Title is dedicated to providing a world-class closing experience that makes us the no-brainer title partner for all agents within the larger PLACE ecosystem. We're a fast-growing, technology-driven title company that fully embraces the PLACE values: Grit, Results, Only Leaders, Wealth, Teamwork, and Humility. As part of the PLACE family, you will be joining a unified team committed to empowering top real estate professionals and ensuring an exceptional experience for every client.

Role Summary

We're hiring an Escrow Operations Manager to lead performance, reporting, capacity and talent management, and territory/coverage strategy for escrow and closing. You will grow and develop a high-performing team of Escrow Officers and Transaction Coordinators, own our operating rhythm and partner closely with Title, Lenders, GTM (Go-to-Market), Finance, and Post-Closing to hit growth and service targets. This role is accountable for scaling a team to deliver seamless closings and an outstanding partner experience.

• Location: Remote (U.S. - CST, MST or PST)
• Teams Managed: Escrow Officers (EO) and Transaction Coordinators (TC)
  
  

The Opportunity

We are seeking an experienced, high-functioning people leader who will grow and develop a high-performing Escrow processing and closing team across markets. This role requires deep expertise across the title, escrow, and closing lifecycle; strong compliance and governance leadership; and the ability to run a cross-functional operating cadence (with GTM, Title, Lending, Finance, Post-Closing, and Tech). You will be accountable for translating company goals into team KPIs, staffing plans, and process improvements that elevate On-Time Closings (OTC), service levels, and client/agent experience.

What You'll Own

Processing & Closing Experience Excellence

• Ensure the performance excellence of your Processing and Closing (Transaction Coordinator and Escrow Officer) team members to deliver a delightful, on time, and high quality closing experience
• Measure and manage the team to our KPI standards for On-Time-Closings, CD timeliness, funding cycle time, file loss rates, pipeline health, capacity/utilization, and CSAT/NPS.
• Own the Closing pipeline - know where all closings are at any point to support your team in ensuring red flags are addressed early, communication standards are met, and files are handled seamlessly
  
  

Talent Management & Development

• Hire, lead, and develop EO/TC team members and frontline leads; set clear goals, scorecards, and accountability.
• Establish a performance management framework (calibration, development plans, career paths, and succession).
• Lead change management for new processes, tools, and org structures to support growth and quality.
  
  

Capacity & Workforce Management

• Balance workloads across regions and skill sets; implement scheduling, high volume coverage, and load leveling to protect SLAs during peak periods.
• Define staffing plans, hiring ramps, and cross-training strategies in partnership with other leadership.
  
  

Territory & Coverage Design

• Design and lead State specific training for your assigned Markets to ensure sufficient knowledge and cross-training within your team
• Own market segmentation and coverage models to optimize assignment by state, channel, and complexity
• Set and iterate routing logic, capacity thresholds, and prioritization policies
• Align territory/coverage design with Sales/GTM priorities and service-level commitments.
  
  

Process Excellence, Compliance & Risk

• Own the framework for end-to-end escrow execution from open to funding and package return through standards, SOPs, and quality controls.
• Ensure accuracy of CDs/settlement statements, payoffs, taxes, and HOA.
• Invest in strong partnership and process refinement with our preferred affiliate lender.
• Implement robust QA/QC checklists and file audits; track defects, approve exceptions, and reduce file losses/shortages in partnership with Post-Closing and Finance.
• Ensure adherence to ALTA Best Practices, RESPA, state regulations, underwriter guidelines, and security standards; maintain audit readiness.
  
  

Cross-Functional Leadership

• Partner with leadership in Title, Lender, GTM, Finance, Post-Closing, and Tech/BizOps to align goals, dependencies, and outcomes.
• Drive system and workflow improvements (Qualia configuration, templates, automations); lead changes that improve accuracy, speed, and agent/client experience.
• Weekly and monthly business reviews with cross-functional leaders; translate company goals into team KPIs and execution plans.
• Establish approach for process changes, SOPs, and compliance to ensure scalable execution.
  
  

What Success Looks Like

• First 90 days: Master the Blueprint closing process and get deeply familiar with the state by state nuances in your region. Establish strong relationships with primary Agent & Enterprise Partners. Set and run strong comms and accountability cadences with your team.
• First 180 days: Improved Agent Partner CSAT/NPS; balanced coverage/routing; measurable reduction in file losses, cycle times, and days to close.
• First 12 months: Sustained SLA/OTC performance, higher team capacity, and a developed staff with clear career paths.
  
  

Qualifications

• 10+ years of experience in title/escrow operations with a deep understanding of the full closing lifecycle (purchase and refinance).
• 5+ years of people management experience, ideally leading remote, multi-state teams.
• Proven ownership of capacity/workforce planning, territory/coverage design, and reporting/analytics.
• Demonstrated results improving OTC, cycle times, file quality, and agent/customer experience at scale.
• Strong technical aptitude: title/escrow production platforms (Qualia preferred) and workflow tools; advanced Sheets/Excel; BI/reporting tools (Looker, Tableau, Power BI). SQL is a plus.
• Exceptional communicator with strong stakeholder management and executive-ready presentation skills.
• Compliance-minded with impeccable integrity and fiduciary responsibility.
• Alignment with PLACE values: Grit, Results, Only Leaders, Wealth, Teamwork, and Humility.
  
  

Key KPIs You'll Own

• SLA adherence and cycle time (e.g., OTC, CD timeliness, funding cycle time)
• Capacity utilization and staffing vs. plan; forecast accuracy
• Territory/coverage efficiency and routing effectiveness
• File loss/shortage rate
• CSAT/NPS; team engagement, retention, and ramp time