Operations Manager (Eastern Region)

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 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 (Eastern Region) is responsible for supporting and strengthening the connection between Sales and Operations teams. This role is essential to maintaining efficiency, resolving issues in a timely manner, and ensuring established guidelines are followed. The Operations Manager supports a dynamic sales environment by promoting consistent processes and effective cross-functional collaboration.

Job Responsibilities:

• Serve as a liaison between Sales and Operations to support efficient file flow and contribute to the improvement of regional processes and workflows.
• Support load balancing and assist with managing processor and LOA pipelines to maintain efficient workflow distribution.
• Proactively identify and resolve issues before they escalate.
• Interpret and apply mortgage guidelines accurately.
• Support deal structuring by reviewing income calculations and assisting with problem‑solving and collaborative solution development.
• Monitor tasks, maintain consistent follow‑up, and ensure pipeline activities are completed accurately and on schedule.
• Assist in de‑escalating conflicts and facilitate solutions that support positive outcomes for all parties involved.

Qualifications and Skills:

• Experience in a mortgage operations, processing, underwriting, or sales support role.
• Experience working effectively across Sales and Operations teams to support aligned goals and seamless collaboration.
• Advanced knowledge of underwriting and mortgage guidelines, including agency requirements, investor overlays, non‑QM programs, and internal policies.
• Comfortable collaborating with cross‑functional teams.
• Skilled in maintaining attention to detail, task management, and organization.
• Skilled in resolving conflicts and managing challenging situations with professionalism.
• Skilled in communicating clearly, calmly, and effectively across departments.
• Skilled in problem solving, applying critical and independent thinking to support sound decision‑making.

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.