Operations and Pipeline Manager in Remote at AMERICAN HERITAGE LENDING LLC

Position Summary

The Operations & Pipeline Manager is a senior operations leadership role responsible for end-to-end pipeline health, daily reporting cadence, escalation ownership, and execution of service-level expectations across TPO Wholesale Operations. This position carries underwriting (UW) authority and account management (AM) authority from day one, enabling rapid decisioning on condition reviews, rush clear-to-close (CTC) needs, and post-CTC change control to reduce closing and funding delays.

Essential Duties & Responsibilities:

1) Pipeline Management & Reporting

• Run daily pipeline reporting for leadership and production teams; maintain a consistent cadence throughout the day.
• Drive pipeline movement through active push, milestone monitoring, and timely assignment management across AM/UW/Fulfillment.
• Scrub and manage registered-but-not-submitted loans; coordinate outreach and accountability to convert or disposition promptly.
• Monitor SLAs/turn times and surface misses with recommended corrective actions and ownership.
• Maintain operational visibility tools (dashboards/reports) and ensure teams are working from a single source of truth.

2) Escalation Management

• Own broker and AE escalations end-to-end with a structured escalation path and clear communication standards.
• Review and manage post-CTC change requests and exception workflows to prevent closing/funding delays.
• Coordinate with Closing and Funding on urgent issues, ensuring rapid triage, decisioning, and documented outcomes.
• Establish and enforce a rush policy and escalation SLAs across operations partners.

3) Underwriting & Credit Authority

• Provide rush CTC support, condition reviews, and condition sign-off/clearance within established authority.
• Issue updated approvals when needed based on change-of-circumstance (COC) terms and documented credit impacts.
• Coach and train Account Managers on Non-QM guideline interpretation, credit authority, and condition quality.
• Partner with Underwriting leadership to standardize condition sets, reduce touches, and improve consistency for broker partners.

4) Team Leadership & Development

• Lead the operational transition to a unified Fulfillment Manager reporting line under this role (target 2–3 month transition).
• Provide day-to-day oversight of the Account Manager team with clear expectations, performance feedback, and coverage planning.
• Develop a Junior Underwriter liaison function for continuity/coverage (rush updates, closing/funding reviews, and overflow support).
• Build training materials, shadow programs, and proficiency checks to ensure consistent execution across the team.

5) Process Improvement

• Reduce total loan touches by mapping workflows and implementing standards that target 4–5 touches per loan.
• Identify and drive broker portal enhancements (e.g., condition-level uploads) to reduce document sorting and rework.
• Own SOP design and operational policy development (SLA governance, rush policy, change control, and escalation paths).
• Partner with Technology and Data teams to improve reporting, data integrity, and automation opportunities in Encompass.

Qualifications

• 5+ years of mortgage operations experience (TPO/Wholesale preferred), including pipeline management and cross-functional execution.
• 2+ years of people leadership experience, including coaching and performance management in a production environment.
• Active Non-QM underwriting experience with demonstrated ability to interpret guidelines and make credit decisions.
• Proficiency in Encompass and standard mortgage workflow tools (pipeline reporting, eFolder discipline, task/queue management).
• Strong broker relationship skills and escalation leadership with excellent written and verbal communication.
• Demonstrated ability to build repeatable processes, enforce SLAs, and drive cycle-time improvements.

Preferred Qualifications

• Experience scaling TPO/Wholesale operations teams through rapid volume growth and organizational change.
• Hybrid AM/UW background (or demonstrated capability to operate effectively with dual authority).
• Experience improving reporting visibility using Power BI or similar tools (dashboards, operational scorecards).
• Track record of reducing cycle times and touches through workflow redesign and technology enablement.
• Experience with investor overlays, exception governance, and change control frameworks.

Compensation

• Base salary (commensurate with experience and market).
• Quarterly bonus eligibility aligned to operational production, quality, and service-level outcomes.
• Benefits package per American Heritage Lending, LLC plans and policies.
  

Benefits:

MedicalDentalVisionBasic Life & AD&DMatching 401(k)Paid Time OffPaid Holidays

Why American Heritage Lending:
We are a high-growth Company that doubled our staff in 2022Competitive SalaryWide Product Options - Bridge, Fix and Flip, FHA, VA, Conventional, Non-QM, DCSR, Hard Money Loans and moreWe are not impacted by the volatility of the interest rate