Director of Sales Operations - GGL

Position Purpose
The Director of Sales Operations for Government Guaranteed Lending (GGL) is a critical leadership role responsible for ensuring seamless execution across the full lending lifecycle—from pre‑application through closing and servicing. This role serves as the operational backbone of the sales process, guaranteeing that all required customer information, documentation, and eligibility criteria are properly captured upfront, while also acting as the primary liaison between the customer and internal loan operations teams post‑sale.

The Director will drive operational discipline, improve process efficiency, and enhance customer experience by ensuring clear communication, compliance with government program requirements, and smooth handoffs between Sales, Underwriting, Closing, and Servicing.

Position Responsibilities

Pre‑Sale / Sales Support Operations

• Partner closely with Sales teams to ensure all required borrower data, documentation, and eligibility criteria are collected accurately and completely during the origination process.
• Establish and enforce standardized intake processes, checklists, and documentation requirements aligned with GGL program standards (e.g., SBA, USDA, or other government-backed programs).
• Identify gaps in the sales process and implement operational controls to reduce incomplete applications, rework, and delays.
• Train and support Sales teams on documentation requirements, process expectations, and compliance standards.

Post‑Sale Customer & Process Coordination

• Serve as the primary operational bridge between customers and internal loan operations teams (Underwriting, Closing, and Servicing).
• Ensure a smooth transition from sales to underwriting by validating that complete and accurate customer packages are submitted.
• Act as the escalation point for borrowers, resolving issues and maintaining high-quality customer experience throughout the loan lifecycle.
• Provide proactive communication and status updates to customers, ensuring transparency and clarity.

Operational Leadership & Process Management

• Work with the operational teams to implement, and continuously improve operational workflows to enhance efficiency, cycle time, and customer satisfaction.
• Develop and monitor key performance indicators (KPIs) related to application quality, cycle times, and operational throughput.
• Drive process automation and documentation standardization where possible.

Compliance & Risk Management

• Ensure all processes adhere to government lending program requirements and internal compliance standards.
• Maintain strong quality control practices to reduce errors, rework, and compliance risk.
• Partner with Risk, Compliance, and Legal teams to stay current on regulatory changes impacting GGL operations.

Team Leadership & Development

• Build, lead, and develop a high-performing operations team focused on intake, customer coordination, and process execution.
• Foster a culture of accountability, customer focus, and continuous improvement.
• Provide coaching, training, and performance management to ensure operational excellence.
• Manages performance of the team and conducts performance reviews within the processes of the Bank.

Minimum Education & Experience

• 8-12+ years of experience in lending sales and/or operations, within government guaranteed lending (e.g., SBA 7(a), 504, USDA, or similar programs).
• Proven experience supporting or partnering with sales/origination teams in a lending environment.
• Strong understanding of loan lifecycle processes, including underwriting, closing, and servicing.
• Strong process design and operational improvement capabilities.
• Exceptional stakeholder management and cross-functional leadership skills.
• Customer-centric mindset with the ability to manage complex interactions and escalations.
• Excellent communication skills (both written and verbal).
• Strong analytical and problem-solving abilities.

Technical Knowledge and Skills

• Microsoft office software suite (Word, Excel, PowerPoint, etc.)
• Excellent verbal and written communication skills.
• Understands both the structure of loans and is experienced with directly negotiating the loan terms.
• Deep knowledge of documentation and compliance requirements for government-backed loan programs.
• Knowledge of Banking procedures and regulations.
  
  

Other

• Ability to travel as needed. 
  
  

Compensation

• Base Salary Range: Final determination of where you are at in the salary range is based on numerous factors such as geographical location, relevant experience, skill set, education, and ability to meet qualifications within the job description. 
• Additional Compensation: This role will include a yearly annual target bonus based on individual performance.
  
  

Working Arrangements

• 100% Full Time Remote
  
  

Why Join Us?

• Join a growing company with a culture that fosters an entrepreneurial spirit
• Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more? 
• Company Contributions to your 401k - Regardless of your contribution
• Employee Perks: Paid Parental Leave, Employee Recognition Program, Leadership Program, Tuition Reimbursement Program, Employee Bank Checking Account, and much more!
• Generous Paid Time Off and Paid Holidays - Including Paid Charity Hours to support volunteer opportunities