Site Operations Manager
Core
Oversee day-to-day operations for a team of Team Managers, ensuring peak efficiency, productivity, and rigorous compliance in a customer-facing environment.
Role type
Senior IC operations manager (financial services)
Builds
Customer service operations and loan origination workflows
Domain
Fintech / Blockchain / Mortgage lending
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and mentorship, data-driven performance optimization, process improvement, regulatory compliance enforcement, strategic project management, cross-functional collaboration
Preferred skills
Experience in tech support, mortgage, financial services, or banking, NMLS license (active or obtainable), adaptability to new technology platforms
Technologies
Loan origination systems, customer support platforms, regulatory compliance training modules
Responsibilities
Provide oversight and guidance to Team Managers to ensure adherence to quality standards and productivity goals; Set and achieve performance KPIs (handle time, CSAT, SLAs) using data-driven reporting; Act as a point of escalation for complex customer situations; Lead weekly Operations Management syncs to streamline workflows; Ensure agents adhere to Originations policies and legal compliance requirements; Spearhead strategic projects aligned with departmental goals
Seniority
Senior, hands-on IC