Director of Production & Operations
Coley Rau Team CrossCountry MortgageThe Coley Rau Team is seeking a highly motivated, experienced leader to serve as the Director of Production & Operations. This individual will work directly alongside Coley Rau as a trusted operational partner, overseeing daily mortgage production, leading the loan team, and driving performance across all departments.
The ideal candidate combines extensive mortgage knowledge with a sales-driven mindset, strong leadership skills, and a relentless commitment to execution. This person must be proactive, solutions-oriented, and capable of making sound decisions while keeping the bigger picture in mind.
The primary objective is to allow Coley to focus on originating loans, developing relationships, and growing the business while ensuring daily operations run efficiently and independently.
Operational & Production Leadership
Oversee daily mortgage operations from application through closing, ensuring efficiency, accuracy, compliance, and exceptional customer service.
Manage loan pipelines, departmental workflows, production timelines, and overall team productivity.
Proactively identify bottlenecks, resolve escalations, and implement solutions to keep loans moving forward.
Work closely with Loan Officers and department leaders to improve conversion, production efficiency, and the borrower experience.
Develop and implement processes that support accountability, operational excellence, and continued business growth.
Team Leadership & Performance
Lead, coach, motivate, and hold team members accountable to established expectations and performance standards.
Monitor individual and departmental performance through measurable KPIs, production reports, and regular reviews.
Address performance concerns directly, provide coaching, and establish improvement plans when necessary.
Evaluate staffing needs and provide Coley with objective, data-supported recommendations regarding hiring, employee development, and personnel changes.
Foster a positive, competitive, solutions-focused environment where team members take ownership of their responsibilities.
Strategic Partnership & Accountability
Serve as Coley's primary point of contact for operational performance, challenges, and opportunities.
Independently handle daily operational decisions within established authority, escalating matters that require Coley's approval.
Present challenges alongside recommended solutions, supporting data, and clear action plans.
Identify opportunities to improve efficiency, increase production capacity, and strengthen team performance.
Protect Coley's time by taking ownership of daily execution and ensuring commitments are followed through to completion.
Qualifications & Experience
Strong residential mortgage background with comprehensive knowledge of processing, underwriting, loan programs, compliance, and closing.
Proven experience in mortgage operations, production management, sales leadership, or a comparable leadership position.
Strong analytical skills with the ability to evaluate performance, interpret data, and make informed recommendations.
Experience with Encompass, pipeline reporting, and mortgage production systems preferred.
Exceptional communication, leadership, organizational, and problem-solving abilities.
The Qualities We're Looking For
Ownership Mentality: Takes responsibility for results and treats the business as if it were their own.
Relentless Execution: Follows through, meets commitments, and operates with urgency.
Solutions-Driven: Identifies problems early and comes prepared with answers, not excuses.
Positive & Competitive: Brings energy, confidence, resilience, and a desire to win.
Decisive Leadership: Comfortable making decisions, setting expectations, and having difficult conversations.
Fact-Based Judgment: Uses data, measurable performance, and objective reasoning to guide decisions and recommendations.
Trust & Integrity: Exercises sound judgment, maintains confidentiality, and consistently acts in the best interest of the team and business.