Job Title: Head of Operations, Rynoh

Location: United States

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and we'd love for you to be a part of it as the Head of Operations for the Rynoh business. As part of the Rynoh business, the Head of Operations is responsible for leading the charge to help revolutionize how we provide services to our clients. Our software is used to protect nearly 40% of real estate transactions in the United States, an unprecedented achievement! Our ambitious plans require us to continue our journey of being the best service provider in the industry. We are seeking a highly motivated, highly organized professional to join our team. The ideal candidate will have a mix of interpersonal, technical, and managerial skills to help us implement complex solutions for our clients.

The ideal candidate will have a strong background in leading and growing customer support and operating teams. Implementing SaaS technology with specific experience or knowledge of real estate escrow closing and disbursement processes is a must. You will leverage your knowledge of real estate closing processes to manage client onboarding and growth initiatives. You will work through your team to ensure full client satisfaction in all areas of technical support and escrow account reconciliation. You are flexible, skilled at multi-tasking and able to make quick decisions. You have high standards for the team, and you can interact with clients, on video, demonstrating your knowledge, attention to detail, and a high degree of professionalism. Simply put, you deliver results for the clients.

What You Will Do As Head of Operations at Rynoh

• Lead, manage, and build a team of customer support specialists, providing guidance, training, and mentorship to ensure exceptional support services are delivered.
• Develop and maintain a deep understanding of our SaaS platform and its features as well as disbursement and account reconciliation processes to effectively support and advise clients.
• You will become the expert in how the software works at a very detailed and nuanced level.
• Attract, hire, and retain top talent. Build a high performing team leveraging off-shore personnel. Invest in training and equipping team members.
• Create processes and tools that provide a high degree of visibility into team member performance.
• Quickly expand team and effectively train and onboard new team members.
• Manage and resolve escalated support issues, providing timely and effective resolutions while maintaining a high level of customer satisfaction.
• Drive Net Promoter Scores to highest levels
• Collaborate with cross-functional teams, including product development, sales, and marketing, to communicate customer feedback, identify areas for improvement, and help drive product enhancements.
• Develop and implement support processes, procedures, and best practices to optimize efficiency and customer satisfaction.
• Devise and develop plans to reduce reliance on human intervention and load on support team.
• Analyze metrics and KPIs to track performance, identify trends, and make data-driven decisions to improve the overall support experience.
• Envision tools necessary to measure and demonstrate team productivity and efficiency.
• Develop staffing models to drive hiring and staff expansion requirements.
• Manage client price changes and contract updates.
• Build systems and processes that achieve SOX compliance.
• Drive implementation of new products through existing client base.
• Build a team proficient at communicating the value of new product enhancements and changes in how we provide our services to our clients.
• Create forward thinking organization charts, demonstrate and plan future hiring requirements based on various levels of business performance.
• Plan staffing changes proactively in a well-thought-out manner.
• Conduct regular performance reviews, set goals, and provide feedback and coaching to support team members.
• Motivate and encourage the team. Performance manage underperforming team members including termination when necessary.
• Stay updated on industry trends, best practices, and emerging technologies related to SaaS and title escrow to ensure our support services remain innovative and effective.

What You Will Bring As Head of Operations at Rynoh

• Bachelor's degree in business, information technology, or a related field (preferred).
• At least 10 years' proven experience building and leading client success teams and customer service teams, preferably in a technical or SaaS software industry.
• At least 5 years' experience managing real estate disbursement and account reconciliation processes.
• History of effectively building, organizing, and managing teams of 10-15.
• Understanding of escrow account audits and compliance requirements.
• Experience with TDI title and escrow audits highly desirable.
• Excellent leadership and team management skills, with the ability to motivate and inspire a team to deliver exceptional results.
• Strong communication skills, both verbal and written, with the ability to effectively interact with clients and internal teams.
• Ability to set a high bar for communication with clients.
• Solid understanding of support processes, ticketing systems, and customer relationship management (CRM) tools.
• Demonstrated ability to train, coach, and up-skill a team.
• Ability to identify skill gaps and create plans to fill those gaps.
• Ability to manage to a budget. Interact with business plans and financial spreadsheets.
• Proven competencies with managing complex excel workbooks.
• Ability to create and deliver presentations.
• Ability to interact with senior Porch leadership team.
• Ability to segregate duties, create role specialization, and drive team performance outcomes.

The application window for this position is anticipated to close in 2 weeks (10 business days) from 5/3/2024. Please know this may change based on business and interviewing needs.

At this time, Porch Group does do not operate in or consider applicants from the following states for remote positions: Alaska, Arkansas. Delaware. Hawaii, Iowa, Maine, Mississippi, New Hampshire, and West Virginia.

What You Will Get As A Porch Group Team Member

Pay Range*: $106,500 - $149,100

• Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.

Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.

• Our traditional healthcare benefits include three (3) Medical plan options, two (2) Dental plan options, and a Vision plan from which to choose.
• Critical Illness, Hospital Indemnity and Accident plans are offered on a voluntary basis.
• We offer pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options.
• We provide company paid Basic Life and AD&D, Short and Long-Term Disability benefits. We also offer Voluntary Life and AD&D plans.
• Both traditional and Roth 401(k) plans are available with a discretionary employer match.
• Headspace is part of our employer paid wellbeing program and provides employees and their families access to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation.
• Brio Health is another employer paid wellbeing tool that offers quarterly wellness challenges and prizes.
• LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more.
• Our wellness programs include flexible paid vacation, company-paid holidays of typically nine per year, paid sick time, paid parental leave, identity theft program, travel assistance, and fitness and other discounts programs.

#LI-NH1