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Senior Manager, National Settlement Services
Long & Foster CompaniesManages Shared Success Center overseeing Settlement Services Configuration and Support. Develops operational strategies and ensures high quality services for affiliate title companies.
Posted 7/29/2026full-timeEden Prairie • Minnesota • 🇺🇸 United StatesSenior💰 $133,000 - $179,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing settlement services operations, including configuration and support of SoftPro software, while ensuring compliance and service excellence. Proven ability to lead teams, implement best practices, and drive continuous improvement in a shared services environment.
Highest-signal resume keywords
SoftPro Software ProficiencySettlement Services ManagementProcess Design and Workflow OptimizationLeadership and Team DevelopmentStrategic Business Planning
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Settlement Services ConfigurationProcess DesignWorkflow ManagementPerformance MetricsIncident ManagementService Level AgreementsCustomer Service OptimizationData AnalysisReporting and MetricsCompliance Management
Soft Skills
Analytical Problem-SolvingOrganizational SkillsCommunication SkillsInterpersonal SkillsLeadership Skills
Tools & Technologies
SoftProPower BITicketing SystemsTask Management ToolsIncident Management Systems
Industry Keywords
Title and EscrowShared Services ModelReal Estate Industry PracticesALTA Best PracticesService Level AgreementsKPI Management
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Oversees the Shared Success Center (SSC) Settlement Services Configuration and Support Teams and processes to deliver high quality services to affiliate title companies and meet production demands and achieve service level objectives.
- Oversees the configuration and deployment of settlement services software applications and its ongoing tier 2+ user support teams driving service excellence and continuous improvement across Settlement Services operations.
- Partner with President of Title and Settlement Services to develop and execute shared service operations strategy, operating platform, ticketing system for incident management, workflow processes, control plan, and service level agreements for Settlement Services. (40-50%)
- Identify, oversee and lead improvement efforts of SSC Settlement Services team systems and procedures to ensure proper controls, the safeguarding of assets, and the efficient execution of all activities. (15-20%)
- Provide support to the affiliate title company leaders and CEOs. (15-20%)
- Responsible for daily management and supervision, hiring, training resource development, and ongoing development of SSC Settlement Services Configuration and Support team members and SoftPro application support and configuration teams to ensure compliance, maximum productivity, operational consistency and maintenance of customer service standards and relationships. (10-15%)
- Manage volume,service levels and operational performance using tools such as SoftPro tasking, queues, and Power BI Views for wire desk and post-closing service provided while monitoring performance trends and supporting continuous improvement initiatives. (5-10%)
- Work with HSOA IT team to establish reporting responsibilities, communication processes, performance metrics, and escalation protocols for Settlement Services. Perform liaison support with HSOA IT and Application Support for the deployment, maintenance and ongoing enhancement of SoftPro. (5-10%)
- Perform any additional responsibilities as requested or assigned. (0-15%)
Requirements
What you’ll need- Bachelor’s degree in business or equivalent knowledge and work experience.
- 7-10 years relevant title and escrow (settlement services) and high-level management/leadership experience.
- 5+ years’ experience in designing processes, workflows related to customer service/satisfaction.
- Demonstrated experience and knowledge of SoftPro software (including tasking for escrow and title processing) and other technology applicable to settlement services required.
- Experience in establishing and/or operating shared services model for settlement services with track record of meeting and exceeding service level agreements or KPIs.
- Ability to implement best practices and standardization for a shared services organization.
- Superior analytical and problem-solving capabilities
- Strong strategic business planning mindset
- Metrics/reporting-centric with savviness in related business reporting and management programs and practices required.
- Working knowledge of the real estate industry practices/processes preferred, including ALTA Best Practices.
- Excellent organizational and leadership skills
- Outstanding communication and interpersonal skills
Benefits
Comp & perks- Full suite of benefits including Medical
- Health Savings Account
- Dental
- Vision
- Life Insurance
- Paid Vacation (PTO)
- 401(k) with employer match
- Flexible Spending Account
- Employee Assistance Program (EAP)