• Lead performance, reporting, capacity and talent management, and territory/coverage strategy for escrow and closing • Grow and develop a high-performing team of Escrow Officers and Transaction Coordinators • Own our operating rhythm and executive dashboards • Partner closely with Title, Lenders, GTM (Go-to-Market), Finance, and Post-Closing to hit growth and service targets • Accountable for designing the plan and driving execution • Own monthly and quarterly planning for SLAs, staffing plans, and utilization targets across markets • Run weekly and monthly business reviews with cross-functional leaders; translate company goals into team KPIs and execution plans • Build and maintain executive-ready dashboards for OTC, CD timeliness, funding cycle time, file loss rates, pipeline health, capacity/utilization, and CSAT/NPS. • Conduct root-cause analyses and deliver data-driven action plans that improve productivity, quality, and client experience • Design and maintain capacity models (demand and skill-based routing) across EO/TC teams • Define staffing plans, hiring ramps, and cross-training strategies in partnership with other leadership • Own market segmentation and coverage models; implement robust QA/QC checklists and track defects