Mortgage Operations Manager

Lead. Innovate. Elevate. Are you a systems‑driven leader who loves turning vision into action? The Cowart Team, a respected mortgage branch in Richmond, VA, is searching for a Director of Operations to run the machine, coach the team, and bring excellence to every client’s experience. For over a decade, our 17‑person team has helped families across Central Virginia navigate one of life’s biggest milestones: buying a home.

We’ve built strong systems, a trusted reputation, and a people‑first culture. Now we’re ready for the next level, and we need a proactive, strategic operator to get us there. This is a player‑coach position where you’ll lead the operations team while remaining hands‑on in processing about 5–10 loans per month. You’ll serve as the integrator between leadership and execution, ensuring our processes, people, and performance align to deliver a world‑class client experience.

You’ll drive innovation, strengthen systems, and develop a culture of excellence, accountability, and care.

• Expected total compensation: $100,000+ once fully proficient
• Competitive base salary plus per‑loan bonuses (for 5–10 loans monthly)
• Quarterly performance bonuses tied to metrics and branch success
• Comprehensive benefits package (health, 401(k) match, and unique branch perks like car and home cleaning)

This is a full‑time, on‑site leadership role for someone ready to own operations, drive change, and elevate a team that cares deeply about people and performance.

• Oversee our full client experience from application to post‑closing.
• Spot inefficiencies, streamline workflows, and champion better tools and systems.
• Lead technology adoption and process improvement initiatives.
• Train, coach, and inspect what you expect to ensure consistency and follow‑through.

• Maintain SLA compliance and ensure all loans close on time.
• Track and analyze key operational metrics and turn times.
• Conduct quality control checks and provide coaching for continuous improvement.
• Anticipate problems and remove bottlenecks before they impact clients or leadership.

• Serve on the leadership team using EOS principles to achieve goals.
• Lead and develop processors, virtual assistants, and support roles.
• Hire, onboard, and grow the right people in the right seats.
• Build a culture that combines accountability, care, and curiosity.

• Personally process 5–10 loans per month to stay connected to the work.
• Use your front‑line perspective to identify and fix operational friction points.
• Model excellence in communication and client care.

• 3 Months: You understand our systems, earned team trust, and identified key improvements.
• 6 Months: SLAs are improving, the team feels supported, and new systems are driving results.
• 12 Months: Operations run seamlessly, clients are thrilled, and leadership can focus on growth, knowing execution is in expert hands.

• 3–5+ years in mortgage operations (processor, underwriter, closer, or ops leader).
• A proven “go‑to” person who thrives on accountability and continuous improvement.
• Calm under pressure and skilled at balancing details with big‑picture thinking.
• A natural leader and coach who empowers others to grow.
• Tech‑savvy and comfortable using data to drive decisions.
• Local to Richmond/Central Virginia and passionate about community impact.

• Be the #3 leader in a respected branch.
• Shape how operations run and have a true voice in strategy.
• See your ideas make a real impact on people’s lives.

• Enjoy autonomy and connection while backed by one of the top 15 mortgage companies in the U.S.
• Deliver boutique‑level service with national resources.
• Collaborate with caring, motivated teammates who love what they do.

• Lead strategy while staying close to the work.
• Make process improvements that simplify lives and elevate the client experience.
• Build a long‑term career with a team that’s here to stay.

$100,000 per year