SR. OPERATIONS MANAGER.
Location: California or Remote.
Team: Executive Leadership Team.
Reports To: Chief Executive Officer (CEO).
About American Heritage Lending.
Founded in 2008, American Heritage Lending (AHL) is one of the nation’s leading Non-QM mortgage lenders, recognized for delivering flexible, borrower-first solutions to underserved segments. We operate in a fast-paced, performance-driven environment where precision, integrity, and innovation fuel our growth. At AHL, you’ll have the opportunity to shape the future of a top-tier lender, build the operational engine behind our continued expansion, and lead meaningful transformation with the autonomy and resources to execute at scale. Our culture is grounded in ‘Faith’: Family, Accountability, Integrity, Teamwork, and Having Fun Along the Way. We’re looking for leaders who are ready to make a lasting impact.
About the Role.
The Sr. Operations Manager will lead and optimize day-to-day operations across loan fulfillment, loan processing, underwriting, post-close, compliance, servicing, and customer support. This pivotal role translates strategy into execution, ensuring every functional area operates efficiently, compliantly, and in service to the borrower and broker experience. The Sr. Ops Manager will report directly to the CEO and serve as a critical thought partner in shaping the organization’s future. This role requires a proven mortgage operations leader with deep experience in Non-QM lending, a rigorous and data-driven approach, and the ability to lead and inspire cross-functional teams in a high-growth environment.
Key Responsibilities.
Operational Strategy & Execution.
* Develop and implement scalable operational strategies, policies, and workflows aligned with AHL’s strategic objectives.
* Drive efficiency, consistency, and service excellence across all operational areas: loan processing, underwriting, funding, post-close, servicing, and customer experience.
* Establish structured operating rhythms (daily huddles, weekly KPI reviews, monthly scorecards) to maintain accountability and alignment.
Leadership & Performance Management.
* Lead, mentor, and grow a high-performing team of department heads and operational leaders.
* Foster a culture of ownership, continuous improvement, and data-driven decision-making.
* Champion organizational performance calibration, succession planning, and leadership development initiatives.
Cross-Functional Collaboration.
* Serve as the operational bridge between sales, compliance, capital markets, technology, and executive stakeholders.
* Partner with Division Heads and Marketing to improve broker/borrower pull-through and overall conversion.
* Work closely with Compliance, Legal, and Risk to ensure operational discipline and timely issue remediation.
Financial & KPI Management.
* Oversee operational budget planning, cost control, and resource allocation.
* Define and manage key metrics for operational performance, customer satisfaction, and loan cycle efficiency.
* Identify trends, assess risks, and lead business reviews with real-time insights and action plans.
Technology & Innovation.
* Partner with Division Heads and technical team to evaluate and implement technology platforms that improve speed, compliance, and user experience.
* Champion digital transformation efforts and process automation to enhance efficiency and reduce operational friction.
* Lead integrations of tools including LOS (e.g., Encompass), CRM, data analytics, and AI-driven workflow enhancements.
Regulatory Compliance & Risk Management.
* Ensure all operational processes meet federal and state regulatory requirements as well as investor guidelines.
* Build and oversee internal controls, audit readiness, and quality assurance procedures across the loan lifecycle.
* Serve as a key partner to compliance and legal teams to mitigate risk and maintain governance standards.
Qualifications.
* 10+ years of mortgage operations experience, with at least 5 years in Executive-level leadership in a fast-paced, high-growth lending environment.
* Deep expertise in Non-QM, business-purpose lending.
* Demonstrated success building and leading scalable operations infrastructure, including remote or distributed teams.
* Strong familiarity with mortgage systems and technologies (e.g., Encompass, CRM platforms, LOS integrations, HubSpot, analytics dashboards).
* Proven ability to develop and execute operational KPIs, scorecards, and continuous improvement initiatives.
* Deep understanding of mortgage regulatory compliance and risk management best practices.
* Exceptional leadership, communication, and strategic problem-solving skills.
Compensation & Benefits.
* To be added.
Why Join AHL?
* Influence the future of one of the nation’s leading Non-QM lenders.
* Build the operational engine of a company that values speed, service, and smart growth.
* Work in a culture rooted in Family, Accountability, Integrity, Teamwork, and Fun.
* Lead meaningful transformation with the autonomy and resources to execute at scale.
