Cotality · 2 months ago
Manager, Customer Experience
Dallas, TX
Full-time
Hybrid
Mid, Senior Level
$65K/yr - $73K/yr
4+ years expCotality is a company focused on making the property industry faster, smarter, and more people-centric. As a Manager of Customer Experience, you will lead a team that ensures effective communication and service to clients while fostering a high-energy, accountable environment.
Property InsuranceReal EstateSoftware
Responsibilities
Collaborate with both internal and external teams to facilitate a seamless client experience
Foster a high-energy, client-centric operation based on accountability and engagement
Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. Manage effective email communication to meet client expectations in a timely and professional manner
One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met
Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. Respond to internal and external stakeholders to ensure quality issues are resolved
Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness
Interviewing and selection of new employees
Train and lead staff in all departmental operations, processes, procedures, and requirements
Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders
Maintain a culture of continuous improvement and professional development
Provide operational agility, including cross-training and business continuity
Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts
Qualification
Required
4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience
Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture
Exceptional leadership skills, including team-building and emotional intelligence
Demonstrated ability to motivate teams and to manage change effectively
Strong interpersonal, negotiation, and conflict resolution skills
Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences
Excellent planning and organizational abilities
Experience managing and/or interacting with geographically distributed teams
Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence
Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery
Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations
Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets
Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office)
Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations
Preferred
Bachelor's degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry
Familiarity with MSP/BlackKnight and Sagent is a plus
Prior Lean Six Sigma training and/or experience is a plus
Benefits
Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
Up to 16 weeks of fully paid parental leave and a baby stipend.
Multiple medical plan options with mental health and wellness support offerings.
401(k) with company match and vesting after one year.
$400 annual well-being stipend and tuition assistance up to $5,250.
Recognition Rewards, Referral bonuses, exclusive discounts and more!
Company
Cotality
Cotality is a technology firm helping property professionals with data, valuations, surveys and retrofit solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.63MKey Investors
Finance Birmingham
2018-02-12Acquired
2016-07-05Series Unknown· $1.63M
Recent News
2026-01-11
Business Wire
2025-12-18
Company data provided by crunchbase