About Spruce

Spruce is the platform enabling modern real estate transactions. We work with forward-thinking mortgage lenders, real estate companies, and investors. We believe that the future of real estate will be driven by automation, efficiency, and digital experiences. Our mission is to provide the products and services necessary to make that happen.

About the job

The Client Experience Manager role works with Client Success and Operations Managers to ensure Spruce meets client expectations while building a solid relationship. You'll partner with Client Success to own all operational workflows for new client onboarding and then manage any workflow changes. You and your team will work alongside our Client Success function to be the voice of Operations while managing SLAs. You'll have a clear point of view on how Operational teams should approach new and unusual situations then organize and execute changes allowing us to adapt. Your ability to digest the complexity of our operations into clear insights will help us put our best foot forward with our clients.

What you'll do

• Fully understand Spruce’s business process at both a macro and micro level to enable you to act as a liaison between internal and external stakeholders while resolving sensitive and recurring issues.
• Maintain and be intimately familiar with your assigned client’s “book of business” from an operational perspective. Managing client experiences and service activities to ensure compliance with MSAs and quality standards of courtesy and professionalism.
• Collaborate through the sales and onboarding process to ensure alignment on escalation workflows, process mapping, KPI’s, hours of operation, staffing coverage, and implementation timelines. Then continue to work with Business Operations and the leadership team to enable and manage enhancements.
• Collect, analyze, and interpret client interactions/experiences data to identify areas of opportunity and valuable information in optimizing the client experience and service delivery. Incorporate surveys to gather information on client/borrower opinions of rendered services/experiences.
• Manage complexity and capacity of work, tools, and programs to improve customer experience and quality while creating or updating new processes or workflows.
• Collaborate with Client Success to enable Client Experience to be the conduit of communications for operations, including product enhancements, process change, volume insights, business rules, and training to work towards a client-centric organization
• In partnership with Client Success, communicate Spruce’s performance and areas for operational improvement to the client.
• Partnering with Client Success and Operations leads to Identify patterns & pain points within specific client(s). Work to implement improved processes, restructuring, new systems, and better communication strategies across all channels”.
• Manage escalations including escalation workflow and act as the point of contact across the Operational teams to triage and resolve non-transactional escalations while identifying related trends and proposing longer-term solutions when needed. Investigate and remediate escalations through concessions, including communication with the client directly.

What we're looking for

• Title, Closing, or Curative experience required.
• Experience as a leader over the fulfillment side of operations in a volume business that thrives in a startup environment.
• Broad title knowledge or can quickly learn our industry with sufficient proficiency to lead their team in handling escalations.
• Collaborative work and communication style with a history of success in a cross-functional fast-paced environment.
• Ability to flex and act proactively to ensure smooth team operation, performance, and effective collaboration.
• Experience with gathering and using business data to understand complex operations. Fluency with data visualization and manipulation tools preferred (Looker, Tableau, Domo, Sisense, or similar visualization software experience).
• Experienced in analyzing processes and information, identifying problems and trends, and developing effective solutions and strategies.
• Proven ability and commitment to providing exceptional service to clients and support to team members.
• Experienced at using case management, cloud contact center, and workflow management tools.

We are proud of the team we’re building. We're committed to equal opportunity employment -- and beyond. We believe diverse experiences and perspectives build a stronger team and a better product. We welcome fresh perspectives and challenge our own assumptions to make Spruce better. The more inclusive we are as a company, the better we can serve our customers.