Branch Operations Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Operations Manager is responsible for designing, scaling, and leading the operational infrastructure that supports consistent, predictable, and high‑quality loan delivery from initial contact through post‑closing client support. This role begins as a working manager, gaining a comprehensive understanding of each stage of the file flow and identifying opportunities for improvement. This role transitions into leading the teams responsible for key operational functions, including pre‑approval, loan partners, customer experience, documentation, and process optimization. The Operations Manager drives operational innovation by improving cross‑functional collaboration, elevating team performance, and ensuring a consistently exceptional client experience.

Job Responsibilities:

• Coordinate with the Marketing division to ensure all leads from multiple sources are captured in a centralized system.
• Scale and optimize the CRM to support high‑volume, multi‑market, multi‑channel lead workflows with consistent, high‑touch partner communication.
• Build and maintain automated lead‑nurturing workflows that ensure timely, accurate follow‑up and support a pipeline of 400+ monthly leads.
• Ensure pre‑approval capacity scales ahead of sales volume through workload planning and process optimization.

• Create standard file reviews, documentation workflows, and TBD approval protocols.
• Reduce turnaround time to under 48 hours.
• Improve file readiness and clean hand-off standards.
• Manage pipeline flow, milestones, contract due dates, and proactive communication.
• Protect file quality, deadline integrity, and client trust.
• Develop a processing workflow that scales effectively at 100, 300, and 800 files per year.
• Oversee survey processes, client gifting touchpoints, follow‑up timing, and annual review workflows.
• Maintain a five‑star rating of 90% or higher across all channels.
• Build a repeatable, automated retention process to replace reactive follow‑up.
• Implement standard operating procedures (SOPs), checklists, and training tools.
• Partner with the Project Manager to lead operational improvement initiatives.
• Support scalability for a multi‑LO, multi‑market, multi‑channel team.
• Manage staffing plans and capacity forecasting as loan volume scales.
• Train new team members using documented systems and processes.
• Establish role clarity, accountability metrics, and performance standards.

Qualifications and Skills:

• 5+ years of experience in mortgage operations (e.g., Loan Partner, Processor, Operations Lead, or comparable roles).
• Experience structuring, managing, and delivering mortgage loans.
• Experience coordinating workflows across pre‑approval, processing, and contract‑to‑close pipelines.
• Commitment to building systems, resolving operational breakdowns, and supporting team development.
• Excellent communication and leadership skills.
• Excellent systems-thinking and process‑design skills, demonstrated through building scalable, repeatable workflows.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.