Zillow Hiring for Senior Director, National Closing and Escrow Job at Remote Full Time

About the team

You will join a dynamic team that is at the center of Zillow’s efforts to improve the future of home buying and selling for our customers. This team will be responsible for establishing and developing best-in-class operations for residential real estate transactions, central to our mission to make the process of buying or selling a home a consumer-friendly, innovative experience that can be launched with just the click of a button.

About the role

The Senior Director of National Closing and Escrow is a critical role in forming a highly customer-centric title and settlement company. This position is a Senior level role for Zillow Closing Services and will be a key contributor to the operations and strategy of the business. At Zillow, it is our plan to change how closing and settlement services are performed. We will improve the customer experience by developing an integrated customer experience for all parties to the transaction crafting a simpler and more joyful experience!

An ideal candidate has experience in a fast paced, high volume closing operation working directly with Real Estate Agents in various markets. They will have proven experience in leading customer centric teams. They will be familiar with technology platforms designed to collaborate among transaction participants, and they will build extreme focus on always meeting closing dates and reducing the amount of consumer effort required to buy or sell property.

Responsibilities include but are not limited to:

• Build a team culture passionate about customer satisfaction, proactive communications, outstanding quality and continuous improvement
• Build a high-volume multi-state closing operation including hiring, training, and staff development
• Advise teams of escrow managers, officers and assistants on onboarding new customers, building relationships and growing the business
• Establish highly productive, energizing relationships with other leaders in order to Think Big and Move Fast
• Provide forward-thinking expertise in reengineering tasks to improve information transparency and reduce customer effort
• Create workflow processes to optimize use of various vendors and personnel across the entire product delivery ecosystem
• Establish production goals and measure team member productivity
• Contribute to designing reporting and monitoring tools. Establish methods for quick escalation and fast resolution of high priority items
• Achieve ALTA Best Practices Certification and other industry awards/certifications
• Establishing and achieving key performance metrics (KPIs) – No missed closing dates, minimal escrow losses, high CSAT scores

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $139,400.00 – $222,600.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

You have excellent communication skills with an ability to juggle multiple priorities and keep many teams actively progressing on their deliverables. You provide clear direction to teams and you remove barriers so that everyone succeeds in meeting deadlines. You carry yourself professionally and represent Zillow Group both internally and externally.

Qualifications:

• 10+ years of leadership experience in the residential title and settlement business in a multi-state environment focused on purchase
• Account Management building relationships with new and existing customers while focusing on increasing in transactional volumes
• Expertise in developing high volume, segmented work processes
• Demonstrated ability to lead teams who are not located in your physical location. Comfortable leading team meetings and training sessions using video conferencing tools
• High degree of familiarity with running closing operations including Settlement Statement/CD preparation, proration of dues/taxes, recording, escrow account reconciliation, post-closing
• Knowledge of local closing practices across a variety of markets
• Ability to proactively identify and catalog local closing practices
• Experience handling state and underwriter audits
• Experience and willingness to work with global personnel
• Hold and maintain various state licenses a plus
• Proficiency using title production systems such as ResWare, RamQuest, or related tools
• Bachelor’s degree required

Get to know us

Zillow is reimagining real estate to make it easier to unlock life’s next chapter.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do is helping people move from dreaming to transacting — and no matter what job you’re in, you will play a critical role in making this vision a reality.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at [email protected].

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.