Support Manager (IT Operations Partner Management)

Rate is one of the nation’s top retail mortgage lenders, delivering a seamless, tech-driven experience that helps customers reach their homeownership and financial goals. Founded in 2000 and based in Chicago, Rate is licensed in all 50 states and D.C. and has helped over 2 million homeowners with a wide range of loan products, competitive rates and personalized service. With 5,000+ employees across 300+ offices and 12+ subsidiaries, Rate’s Loan Officers rank among the best in the country. From purchases and refinances to tapping into equity, Rate makes financing faster, simpler and less stressful. Our technology — including Same Day Mortgage, the Rate App, FlashClose℠, MyAccount and the Language Access Program — has earned recognition from HousingWire, Scotsman Guide, NerdWallet, the Chicago Tribune and Crain’s Chicago Business. Learn more at rate.com.

Job Profile:

IT Project Manager

Job Description Summary:

We are committed to providing a competitive and equitable total rewards package. The compensation for this role is designed to attract, retain, and motivate top talent.

The expected base salary range for this position is $130,000 to $140,000 annually

Job Description:

Why Rate is the BEST Place to Work

Rate is one of the nation’s top retail mortgage lenders, delivering a seamless, tech-driven experience that helps customers reach their homeownership and financial goals. Founded in 2000 and based in Chicago, Rate is licensed in all 50 states and D.C. and has helped over 2 million homeowners with a wide range of loan products, competitive rates and personalized service. With 5,000+ employees across 300+ offices and 12+ subsidiaries, Rate’s Loan Officers rank among the best in the country. From purchases and refinances to tapping into equity, Rate makes financing faster, simpler and less stressful. Our technology — including Same Day Mortgage, the Rate App, FlashClose℠, MyAccount and the Language Access Program — has earned recognition from HousingWire, Scotsman Guide, NerdWallet, the Chicago Tribune and Crain’s Chicago Business. Learn more at rate.com.

What Makes Our Team Awesome

We are a gritty group of passionate technologists on a mission to dominate the mortgage world!

The Information Technology Team within Rate passionately and consistently puts our customers first. We are building the latest technology to help create the best mortgage experience on the planet and get your mortgage, your way, anytime, anywhere. Whether that is improving our digital mortgage platform, automating loan coordination and underwriting processes, or building out the latest marketing and customer engagement platform, we’re doing it all. We build high-performing, self-organized, cross-functional agile teams that operate with minimal hierarchy. Information Technology team members hold themselves and others accountable and live and breathe the tenets of autonomy, mastery, and purpose.

What’s the Role?

The Support Manager – IT Operations Partner management provides strategic, administrative and operational support to the IT Operations leadership team. This role is responsible for driving business insights through analytics, managing financial tracking and reporting, developing executive-level presentations, coordinating administrative functions, and supporting ad hoc initiatives that enable operational excellence across the organization.

The ideal candidate is highly organized, analytical, detail-oriented, and capable of managing multiple priorities while working effectively with leadership, cross-functional teams, and external partners.

Responsibilities

Business Analytics & Insights

• Develop, maintain, and analyze operational dashboards, scorecards, and key performance indicators (KPIs).
• Identify trends, risks, opportunities, and actionable insights to support business decision-making.
• Consolidate and validate data from multiple sources to provide accurate reporting and analysis.
• Create recurring and ad hoc reports for leadership reviews, business updates, and operational planning.
• Support forecasting and performance measurement activities across the (IT Operations organization.

Executive Presentations & Communications

• Develop high-quality executive presentations, business reviews, and leadership communications.
• Transform complex operational and financial data into concise, visual narratives.
• Prepare materials for quarterly business reviews (QBRs), leadership meetings, monthly meetings, and strategic planning sessions.

Financial Management & Reporting

• Track IT Operations budgets, spending, accruals, forecasts, and financial performance metrics.
• Partner with Finance and accounting teams to support budget planning, forecasting cycles, and variance analysis.
• Maintain financial reporting processes and ensure data accuracy.
• Monitor vendor and partner-related financial commitments and support financial reviews.
• Assist leadership in identifying cost optimization opportunities and operational efficiencies.

Operational Reporting & Program Support

• Manage recurring operational reporting cadences and governance processes.
• Support partner cadence activities, including monthly and quarterly reviews.
• Coordinate the collection and synthesis of information across multiple stakeholders.
• Drive process improvements that enhance reporting efficiency and data quality.
• Maintain documentation, reporting templates, and operational procedures.

Administrative & Organizational Support

• Provide administrative and operational support for leadership and team initiatives.
• Coordinate meeting logistics, agendas, action items, and follow-up activities.
• Assist with organization-wide communications, team events, and operational coordination.
• Support onboarding activities, documentation management, and process compliance requirements.

Ad Hoc Business Support

• Respond to time-sensitive business requests and executive inquiries.
• Support special projects, strategic initiatives, and organizational priorities.
• Conduct research, data gathering, and analysis to support decision-making.
• Collaborate across IT Operations, Partner Support, Finance, HR, and external stakeholders on cross-functional initiatives.

Qualifications

• Bachelor's degree in Business Administration, Finance, Information Technology, Data Analytics, or a related field, or equivalent work experience.
• 5+ years of experience in Mortgage business operations, analytics, finance, reporting, or a related role.
• Strong proficiency in Microsoft 365 applications, including Excel, PowerPoint, Teams, and Outlook.
• Experience in creating executive-level presentations and reports.
• Demonstrated analytical and problem-solving skills.
• Strong project coordination and organizational capabilities.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting IT Operations, Technical Support, Managed Services, or Partner Support organizations.
• Advanced Excel skills, including Power Query, PivotTables, and financial modeling.
• Experience with Power BI, Tableau, or similar analytics tools.
• Knowledge of budget management, forecasting, and financial reporting processes.
• Experience working with senior executives and leadership teams.
• Familiarity with operational excellence methodologies and process improvement practices.

Other Useful Details

Employee Type: Full-Time

Pay Range: annual pay + bonus and/or commissions

Location: Remote

Rate Companies is an Equal Opportunity Employer that welcomes and encourages all applicants to apply regardless of age, race, sex, religion, color, national origin, disability, veteran status, sexual orientation, gender identity and/or expression, marital or parental status, ancestry, citizenship status, pregnancy or other any other protected characteristic. #LI-Remote

The company offers a comprehensive benefits program to eligible employees, including eligibility to participate in a company-sponsored 401(k); vacation benefits; eligibility for medical, dental, vision, and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; critical care insurance; personal accidental insurance; commuter benefits; pet insurance; certain time off and leave of absence benefits; well-being benefits (e.g., employee assistance program); and other supplemental benefits (e.g. legal planning assistance; identity theft protection; pet insurance; wellness resources).

Please click this link to learn more about our benefit offerings for Washington State:

Additional Job Description Summary:

Rate is an Equal Opportunity Employer that welcomes and encourages all applicants to apply regardless of age, race, sex, religion, color, national origin, disability, veteran status, sexual orientation, gender identity and/or expression, marital or parental status, ancestry, citizenship status, pregnancy or other reason protected by law.

The company offers a comprehensive benefits program to eligible employees, including eligibility to participate in a company-sponsored 401(k); vacation benefits; eligibility for medical, dental, vision, and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; critical care insurance; personal accidental insurance; commuter benefits; pet insurance; certain time off and leave of absence benefits; well-being benefits (e.g., employee assistance program); and other supplemental benefits (e.g. legal planning assistance; identity theft protection; pet insurance; wellness resources).

Please click this link to learn more about our benefit offerings for Washington State: Benefit Offerings for Washington State