Manager, Onboarding Services

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year. WHAT YOU'LL WORK ON As the number of specialized onboarding services has grown, we’ve decided to centralize these into a single team that can ensure the successful, timely delivery of these critical input into customer onboarding projects. As the manager of this team, you will be responsible for managing the team members who provide these services, ensuring the successful delivery of these services, optimizing existing processes, and establishing new processes when we add additional services, such as historical data migration. The current programs that this team is responsible for include: Bank integrations - SFTP & wire integrations Document templating Contact import file preparation Historical data migration Encompass integration setup RESPONSIBILITIES Consistently achieve on-time delivery, quality, and customer experience targets Build a high performing team through effective hiring, development, and coaching Report on and monitor team performance, including identifying quality and efficiency improvements Develop and implement procedures that drive quality, compliance, and customer and partner satisfaction Manage stakeholder relationships with cross functional stakeholders, including Onboarding, Business Development, Product, Support, and Operations Constant, concise and clear communication to stakeholders across the organization YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH Past people management experience and/or past experience managing complex processes Track record of success in operational roles Experience driving operational efficiencies while maintaining high service quality Strong attention to detail and organizational skills Ability to motivate a team and create accountability to delivering excellent customer and/or partner experience Excellent verbal and written communication skills Experience in title or working with Underwriters is a plus WHY QUALIA Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work. Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected. We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status. By submitting your application, you acknowledge and agree to the collection, processing, and use of your personal information as described in our Employee Data Privacy Notice.

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