The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. Snapdocs is changing that. Our platform currently powers 20% of all real estate closings in the country, and we’re just getting started.

We design workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Our customers range from the largest mortgage lenders to independent title companies. They trust us because we solve real operational pain with empathy, rigor, and reliability.

We’re backed by Sequoia, Y Combinator, and F-Prime, and we’re building for the long term.

Job Summary:

The Operations Associate Manager is responsible for delivering a consistent, high-quality customer experience by leading teams at scale and improving the systems that support them. This role focuses on developing talent across multiple levels, driving operational excellence, and identifying opportunities to reduce friction and improve efficiency. Success is measured by team performance, operational health and the experience delivered to our customers.

Primary Responsibilities:

Lead and Develop Your Team

• Lead and develop a team of Specialists, Leads, and supporting roles— providing guidance, support and motivation to ensure high levels of performance and productivity.

• Set clear expectations and goals to drive accountability across all levels

• Provide consistent coaching and feedback to improve performance and build capability

• Identify and develop talent, supporting growth and readiness for future opportunities

• Build and strengthen a leadership layer that can operate independently and deliver results at scale

• Foster engagement and a strong team culture within your team and across the broader department

Own Operational Performance

• Play a key role in driving overall team performance across key metrics

• Monitor performance trends and quickly identify gaps or risks

• Take decisive action to address issues and drive consistent results

• Ensure alignment and consistency in execution across teams and workflows

• Use data to drive strategic thinking and influence others

Drive System & Process Improvement

• Identify high-impact inefficiencies, friction points, and recurring issues

• Develop and own solutions end-to-end, from ideation through execution

• Monitor outcomes, assess effectiveness, and adjust to drive continuous improvement

• Push through roadblocks and remove barriers to ensure progress

• Ensure processes are clearly defined, adopted, and consistently followed

Drive Cross-Functional Impact

• Partner with Product, CS, and other teams on cross-functional initiatives

• Act as the Operations DRI for key workflows and customer experiences

• Align stakeholders around priorities, tradeoffs, and solutions

• Drive execution on initiatives that impact both internal operations and customer experience

Deliver Strong Customer Outcomes

• Ensure teams consistently deliver a high-quality customer experience

• Identify and mitigate risks that could impact customer satisfaction or retention

• Translate customer feedback into actionable improvements

• Step in to own high-impact or systemic customer issues when needed

Operate Effectively in a High-Volume Environment

• Maintain strong awareness of daily operations (volume, unfilleds, escalations)

• Ensure teams are set up to succeed during peak periods and high demand

• Balance short-term execution needs with long-term improvements

• Make timely, confident decisions in a fast-paced environment

How You Should Spend Your Time

• 40% → Team performance & coaching

• 20% → Operational management & daily oversight

• 30% → Process & system improvements

• 10% → Cross-functional work & planning

Behaviors/Attributes for ADA and employee relations purposes:.

• Maintains regular and punctual attendance

• Works overtime as required

• Works cooperatively with others

• Works in a remote (quiet environment)

• Has a functioning high-speed internet connection

• Complies with all company policies and procedures

• Shows up to meetings on time, ready to listen & participate

• Manages a calendar/schedule

Qualifications:

• Bachelor’s degree preferred, major doesn’t matter

• At least 5-8 years of relevant work experience

• At least 2 years of direct people management experience

• At least 2 years of customer-facing experience

Knowledge/Skills/Competencies:

• Experience managing & developing a team, can lean into challenging situations & conversations

• Comfortable with navigating ambiguity and can adapt to change quickly

• Doesn't wait for direction, acts with a sense of agency & urgency, takes ownership

• Seeks corrective feedback, coachable

• Ability to manage deadlines and keep projects on track, they stick with things, organized

• Team player, makes work lighter and easier for the rest of the team, assumes positive intent

• Sees problems as opportunities to serve, find solutions and make an impact

• A natural passion for creating exceptional customer experiences

• Strong communicator, the ability to communicate clearly across teams, geographic locations, and time zones

• Is able to work cross functionally and serve as a thought partner to others

Compensation

At Snapdocs, we believe compensation should be transparent, equitable, and aligned to market data. We use geographic pay zones to ensure consistency and fairness across locations while recognizing regional market differences.

This role is eligible for the following base salary ranges:

• Zone 1: $84,000 – $105,000 USD
  (SF Bay Area, Seattle Metro, New York City Metro)

• Zone 2: $73,500 – $92,000 USD
  (All other U.S. locations)

Actual compensation will vary based on factors including experience, skills, interview performance, leveling, and geographic location. In addition to base salary, this role may be eligible for equity, bonuses or commissions where applicable, and a comprehensive benefits package.

Why Snapdocs

We’re here to transform one of the most critical and complex industries in the world. That requires a team that is curious, driven, thoughtful, and practical. We value:

• Product discipline and clear reasoning

• Deep ownership of outcomes (not just tasks)

• Straightforward, honest communication

• Empathy for the people who use our software

This is a place for people who want to solve hard, meaningful problems with real economic impact — not just ship features.

Join Us

We’re expanding our product suite and the network it connects. To do that, we need people who are excited by complexity, energized by scale, and motivated to make a tangible dent in how the mortgage ecosystem works. If you’re hungry to learn, build, and lead — you’ll do the best work of your career here.

To support our team, we offer a comprehensive & thoughtful benefits package for all full-time employees, which includes:

• Excellent medical, dental, and vision coverage

• 401(k) with up to 4% company match

• 16 weeks of paid parental leave

• Flexible Paid Vacation Time Off + 10 Sick Days for exempt roles

• Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles

• Summer & Winter Break (~1-week each) + 9 Holidays per year

• Healthcare and Dependent Care FSA

• HSA Employer Contribution ($75-150 for individuals, $150-$250 for families)

• $15K Family Building Benefit (lifetime limit)

• Life and Disability Insurance

• $1,500 Annual Lifestyle Stipend to support your well-being

Please note: Part-time employees are not eligible for benefits at this time

Snapdocs is proud to be an equal opportunity workplace. 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 let us know.

California residents applying for positions at Snapdocs are subject to our candidate privacy policy. (www.snapdocs.com/california-candidate-privacy)