Queue Management Jobs in Colorado (NOW HIRING)

About the Role

Caribou is seeking a Senior Manager, Titling Operations to lead the people, processes, and performance of our Titling department as we scale our lending operations. Your focus will be operational execution and people leadership.

In this role, you will…

• People Leadership: Manage, coach, and develop a team of titling professionals spanning supervisory, specialist, and support functions . Set clear performance expectations, deliver regular feedback, and manage corrective action in partnership with People Operations.
• Team Development: Build and maintain onboarding and development programs that bring new team members to full productivity quickly. Create and implement learning and development opportunities for the team. Foster growth paths for high-performing team members.
• Operational Performance: Own team performance against lien perfection rate, queue age, and throughput KPIs. Conduct regular queue audits and resolve blockers before they breach SLA thresholds.
• Capacity and Coverage: Manage agent schedules across internal staff and vendors. Handle escalated file resolutions including outreach to customers, lenders, and jurisdictions as needed.
• Process Improvement: Operationalize, enforce, and continuously optimize the team's execution against departmental SLAs and standard operating procedures. Identify bottlenecks and implement solutions that measurably increase efficiency and accuracy.
• Compliance Partnership: Collaborate with the Director of Titling Strategy and Compliance to absorb complex, state-by-state regulator updates and seamlessly translate them into clear, actionable training and daily workflows the team can execute consistently.
• Vendor Management: Manage the titling team's day-to-day interactions and workflows with external titling vendors to ensure effective service delivery within SLAs. Partner with the Director of Titling Strategy and Compliance to surface vendor performance issues and operational blockers proactively.

This role requires full-time onsite presence in our Denver, Colorado office.

About You

You are an operations-first leader who creates structure, drives accountability, and develops the people around you. You hold teams to high standards and you know the difference between a process problem and a people problem. You, like us, are driven to achieve your goals. At Caribou, we have just three core values: Give a damn. Velocity. Make the assist. We're motivated. We race towards our goals. And we help each other along the way.

You are/have:

• 7+ years of experience in a high-volume, document-intensive, regulated environment. Auto titling, mortgage, auto lending, or insurance operations backgrounds are all relevant. Direct titling experience is a plus, though candidates with strong operational backgrounds and a proven ability to learn complex domains quickly will also be considered.
• Proven track record of hiring, onboarding, and developing frontline specialists and supervisors in a structured, metrics-driven environment.
• 2+ years managing teams of 10 or more, with demonstrated ability to drive accountability through clear KPIs, structured 1:1s, and performance management processes.
• Strong process improvement instincts. Ability to identify inefficiencies, design better workflows, and implement changes that stick.
• Exceptional problem-solving and de-escalation skills, with the ability to resolve complex operational issues and vendor or customer escalations.
• Clear, direct communication skills (written and verbal) with the ability to work effectively across internal teams and with external partners including lenders, vendors, and jurisdictions.
• Highly organized and metric-driven, with the ability to design structured daily workflows, monitor KPIs, and execute against SLAs.
• Proficient in Google Workspace and highly computer literate, with the ability to navigate multiple systems simultaneously and adapt quickly to system or process changes.
• High school diploma/GED or higher. Bachelor's degree preferred.

How we will take care of you

Everyone at Caribou is a valued team member. Our compensation and benefits package includes:

• Competitive compensation: $105k - $130k
• Eligible for annual performance-based Incentive
• Equity options
• 401(k) retirement plan
• Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
• Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
• Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
• Up to $1,000 per year for eligible professional development expenses
• Employee referral program