Director of Retail Operations
The Director of Operations is responsible for managing the daily functions, strategy, and performance of the organization while improving efficiency, productivity, and scalability. This role is a hands-on people leader who fosters a high-performance culture through active coaching, mentoring, and development of managers and their teams, while also serving as a strategic thought partner in leveraging technology and automation to drive operational excellence.
Key Responsibilities
- Develop and implement strategic operational planning that drives company goals for performance, profitability and growth
- Develop procedures and policies to maximize effectiveness and compliance across all teams within the channel
- Manage pipelines, analyze reporting to track performance against Key Performance Indicators (KPIs) goals to the team and senior leadership, ability to generate monthly forecasts
- Strategically evaluate and leverage technology, automation, and AI-enabled tools to improve efficiency, scalability, quality, and cost effectiveness across operations
- Recruit, train, and mentor managers and supervisors to foster high-performing teams and building leadership capabilities for succession readiness
- Ensure all teams comply with FHA & Proprietary (Investor) regulations, company policies, and audit procedures
- Conduct regular meetings to assess performance and maintain consistency in company standards
- Establish and sustain a culture of compliance, managing risks appropriately, including but not limited to Fair Lending, HMDA, RESPA, and CFPB considerations