Director, Operations

Business Operations Miami, Florida


Director, Operations Duties and Responsibilities:

  • Work closely with all Operations Leadership as well as other departments with a focus on Funding Production and Pipeline Management
  • Design, develop, and implement strategic initiatives that improves Customer Satisfaction, Reduces Timelines, and improves overall Pull-Through rates for the Funding Process
  • Build out reporting, tracking, and measurement systems to ensure timeliness of funding processing and predict issues and challenges with outlier files
  • Manage teams of Processors, Funders, Document Specialists across multiple sites in a work-from-home environment. Build team morale, attract new talent as needed, and ensure close coordination and communication within all areas
  • Enhance employed technologies including Salesforce to continue improving overall performance of the team


Director, Operations Skills and Experience:

  • Bachelor’s required with a MBA or Master’s degree in STEM programs such as Engineering, Statistics, Applied Math, Operations Research, Economics, or related field.
  • 10+ years of experience in operations, analytics, business intelligence, operations, reports, and data warehousing in a financial services or large consulting organization.
  • Knowledge of practices within a financial services institution, including banking, credit cards, mortgage, direct lending, fintech, online lending, auto lending, etc.
  • Knowledge of SAS, SQL, SPSS, QLIK, Tableau and/or other data query and analytical tools.
  • Strong verbal and written communication skills.
  • Ability to self-manage, multitask and lead a team of agents and managers in a remote working environment.

Key Competencies:

  • Strategic: Ability to grasp issues quickly, guide strategy for multiple levels of the organization, and problem-solve effectively.
  • Collaboration: Partner effectively with the leadership team on processes and initiatives. Having the right people in the right roles to move the business forward. Ability to be an engaged listener with a collaborative approach.
  • Coordination: Ability to work proactively and with a sense of urgency to implement plans and drive results focused on continuous improvement.
  • Communication: Conveys information in a manner that is easily understood; facilitates in a manner that builds relationships, aligns, and mobilizes others and demonstrates strong presentation skills working across organizational levels.
  • Courage: Willingness to challenge ideas and have difficult conversations in a constructive manner to create positive change. Comfortable with designing for the future while managing the present, anticipates risks and consequences of proposed plans and has the ability to tailor programs to meet unique needs of the business and advocate for the employees.
  • Creativity: Ability and willingness to bring forward innovative solutions for key business challenges by working with a sense of urgency, professionalism, and judgment.
  • Curiosity: Willingness to evaluate and question existing processes and strategies to determine best solutions moving forward.


Work Environment & Physical Requirements:

  • This position operates in either a remote work or professional office environment
  • Work environment is indoors with majority of time spent sitting at a desk.
  • Ability to stand, bend, stoop, sit, walk, twist and turn.
  • Ability to lift up to 25 pounds occasionally.
  • Ability to use a computer keyboard and calculator.


Position Type, Expected Hours of Work, and Travel:

  • This is a full-time position.
  • Days and hours of work are Monday through Friday, 8 a.m. to 5 p.m.  Evening and weekend work may be required as job duties demand.
  • Minimal travel (less than 25%) may be required.