Alyce Genova serves as vice president of Customer Operations at Snapdocs, where she oversees teams responsible for supporting a significant share of U.S. mortgage transactions. Her focus over the past year has been on scaling operations efficiently while maintaining a high level of service across the customer journey.
Under her leadership, Snapdocs has adopted new technologies, including generative AI, to improve documentation, automate support workflows and analyze customer data more effectively. These initiatives have helped Snapdocs respond to customer needs with greater speed and accuracy, allowing teams to focus less on diagnostics and more on resolving issues. Genova also partnered with product leaders to automate notary scheduling, resulting in a 30% reduction in manual tasks and freeing capacity during high-volume periods.
Genova introduced an internal lender scorecard system to monitor account performance, enabling her team to address potential issues proactively. This system contributed to Snapdocs receiving consistent “all green” ratings from several top-tier lender clients. She also launched a cross-training initiative to break down silos between support teams, improving the customer experience across the company’s full product suite.
Her approach combines operational rigor with a commitment to customer insight. She recently launched a “voice of the customer” program to collect feedback and drive continuous improvement. According to STRATMOR Group, lenders using Snapdocs report faster closings and higher borrower satisfaction, and ranked Snapdocs first in customer satisfaction among eClosing providers. These outcomes reflect Genova’s role in making Snapdocs’ growth both sustainable and service-driven.
Name:
Alyce Genova
Title:
Vice President, Customer Operations
Company Name:
Snapdocs
