BLP Operations Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 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 BLP Operations Manager is responsible for overseeing the daily operations of the Business Purpose Lending fulfillment team, including Account Managers and Closers. This role ensures operational excellence throughout the loan lifecycle, from application through funding, while supporting production goals and delivering an exceptional borrower and broker experience. The BLP Operations Manager works closely with Sales, Credit, Underwriting, Capital Markets, Post-Closing, and Shared Services to ensure efficient workflow execution, effective pipeline management, and achievement of departmental objectives.

Job Responsibilities:

• Manage the daily operations of the fulfillment team, including Account Managers and Closers.
• Monitor pipeline activity and ensure loans progress efficiently through the fulfillment process.
• Establish priorities and workflows to meet production and funding objectives.
• Recruit, train, coach, and develop fulfillment staff.
• Conduct performance reviews and provide ongoing coaching and employee development.
• Monitor employee productivity, workload distribution, and operational performance.
• Maintain knowledge of company policies, procedures, products, and systems.
• Identify opportunities to improve operational efficiency and customer service.
• Monitor loan cycle times, funding objectives, and service level standards.
• Work with borrowers, brokers, title companies, attorneys, and third-party vendors to facilitate loan closings.
• Manage escalated loan issues and support timely resolution.
• Coordinate activities between Operations, Sales, Underwriting, Credit, Capital Markets, and Post-Closing.
• Ensure compliance with company policies, procedures, and operational standards.
• Assist with implementation of operational initiatives, workflow enhancements, and new product offerings.
• Review operational reports and pipeline metrics to support management decision-making.
• Attend departmental and company meetings.
• Perform other duties as assigned.

Qualifications and Skills:

• Bachelor's degree and/or equivalent work experience.
• 5+ years of experience in lending operations.
• 3+ years of leadership or management experience.
• Experience managing processing, fulfillment, closing, or funding functions.
• Experience utilizing Loan Origination Systems (LOS), preferably LendingWise or similar lending platforms.
• Experience within Business Purpose Lending, including Bridge, Fix & Flip, Builder Construction, DSCR, Rental, or Small Balance Commercial loan products, preferred.
• Deep understanding of loan fulfillment workflows, pipeline management, and operational performance metrics.
• Excellent communication, organizational, leadership, and team development skills.
• Skill in effectively managing multiple priorities in a high-volume environment.
• Skill in building effective working relationships across departments and business functions.
• Excellent problem-solving and decision-making skills.
• Proficiency in Microsoft Office Suite.

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.