📍 Louisville, Colorado | Hybrid
🕒 Full-Time | Exempt
💰 Salary Range: $77,000 –$90,000 annually

Build a Career—and Still Have a Life Outside of Work

At New Direction Trust Company (NDTCO), we believe meaningful work and a fulfilling life outside the office should go hand in hand. As a leader in the self-directed IRA industry, we help clients pursue their financial goals by investing in alternative assets—including real estate, private equity, and precious metals—through tax-advantaged retirement accounts.

Our success is driven by our people. We invest in employee development, welcome new ideas, and create opportunities for team members to grow their careers from within. If you are a thoughtful leader who enjoys developing people, improving processes, and creating an exceptional client experience, we would love to meet you.

NDTCO is seeking an experienced Operations Manager to lead our Transactions department. This role is responsible for the daily performance of the team and the timely, accurate, and compliant processing of client transactions.

The Operations Manager will establish clear priorities, manage workloads, monitor service levels, strengthen quality controls, and ensure the department is prepared for periods of increased transaction volume. This leader will coach and develop employees, remove operational roadblocks, and partner with departments throughout the organization to improve the client and employee experience.

The successful candidate does not need to personally process every transaction or know every answer immediately. They must know how to lead the work, ask the right questions, use available resources, make sound decisions, and hold the team accountable for results.

This position reports to the Managing Director, Client Experience and HR.

• Provide day-to-day leadership, direction, and support to Transaction Specialists and team leadership.
• Establish clear expectations for productivity, quality, accuracy, responsiveness, and professional conduct.
• Assign and balance workloads based on transaction volume, complexity, employee capacity, and business priorities.
• Conduct regular one-on-one meetings, team meetings, performance discussions, and coaching sessions.
• Develop employees through ongoing feedback, cross-training, stretch opportunities, and documented development plans.
• Recognize strong performance and address performance or conduct concerns promptly and consistently.
• Build a collaborative, accountable environment in which employees understand their responsibilities and take ownership of results.

• Manage the timely and accurate processing of transactions involving the asset types NDTCO currently holds, including real estate, private equity, precious metals, public investments, transfers, and distributions.
• Maintain visibility into transaction queues, aging items, deadlines, escalations, and outstanding client requirements.
• Review and approve transactions within the authority assigned to the position.
• Ensure transaction documentation is complete, accurate, and consistent with NDTCO requirements before approval or funding.
• Provide guidance on complex, unusual, or escalated transactions and determine when additional review is required.
• Maintain appropriate staffing, coverage, and backup plans to support daily operations and peak-volume periods.
• Identify and resolve workflow bottlenecks that could affect processing times or the client experience.

• Ensure the department consistently follows NDTCO policies, procedures, administrative requirements, and applicable regulatory guidance.
• Partner with Trust, Compliance, AML/KYC, Finance, Client Services, and other departments to resolve concerns and support appropriate risk-based decisions.
• Establish and maintain controls that reduce errors, strengthen consistency, and support accurate transaction processing.
• Monitor errors, rework, exceptions, and trends to identify coaching or process-improvement opportunities.
• Communicate changes to procedures, documentation requirements, internal controls, or regulatory expectations.
• Escalate potential fraud, compliance concerns, unusual activity, and operational risks through the appropriate channels.
• Support internal reviews, examinations, audits, and remediation efforts as needed.

• Establish and monitor meaningful department metrics, including transaction volume, turnaround times, aging, quality, errors, rework, and service levels.
• Provide regular reporting on department performance, emerging risks, staffing needs, successes, and opportunities for improvement.
• Use data and employee feedback to make informed operational decisions.
• Develop, document, and maintain efficient workflows, procedures, checklists, and training materials.
• Lead process-improvement efforts that increase efficiency without compromising accuracy, service, or compliance.
• Support the implementation of new technology, system enhancements, products, asset types, and operational processes.
• Partner with other leaders to improve cross-functional handoffs and create a consistent client experience.
• Complete additional projects and responsibilities based on evolving business needs.

• Three or more years of experience in financial services, trust operations, retirement services, banking, transaction processing, or a related regulated environment.
• Two or more years of direct people-management or supervisory experience.
• Demonstrated ability to lead a high-volume, deadline-driven operational team.
• Strong understanding of workflow management, service levels, quality controls, and performance metrics.
• Experience coaching employees, providing feedback, managing performance, and building team accountability.
• Strong written and verbal communication skills, with the ability to communicate professionally with employees, clients, peers, and senior leaders.
• Excellent judgment, organization, attention to detail, and problem-solving skills.
• Ability to manage competing priorities, respond calmly to escalations, and make timely decisions with incomplete or evolving information.
• Ability to work collaboratively across departments and lead through change.

• Experience with IRAs, self-directed retirement accounts, trust administration, or alternative-asset transactions.
• Knowledge of investments such as real estate, private equity, precious metals, and publicly traded securities.
• Experience reviewing or approving financial transactions.
• Familiarity with regulatory examinations, audit support, risk management, or quality-assurance programs.
• Experience using workflow-management, CRM, trust-accounting, or financial-processing systems.
• Bachelor’s degree in business, finance, operations, or a related field; equivalent relevant experience will also be considered.

Within this role, success means:

• Clients receive accurate, timely, and professional transaction support.
• Employees understand their responsibilities, priorities, and performance expectations.
• Transaction queues and aging items are actively managed.
• Errors and rework are identified, addressed, and reduced.
• Escalations are handled promptly and communicated clearly.
• Procedures and controls are documented, understood, and consistently followed.
• The department is appropriately staffed, cross-trained, and prepared for peak-volume periods.
• Team members receive consistent coaching, recognition, and development opportunities.

• Collaborative and supportive leadership team
• Opportunity to shape and improve the client experience
• Growing company with strong career development opportunities
• Hybrid work environment
• Competitive benefits package including:
  • Medical, dental, and vision insurance
  • Health Savings Account (HSA) employer contribution/match
  • 401(k) with employer match
  • Company profit sharing program
  • Paid time off and company holidays
  • Professional development opportunities

At NDTCO, we believe exceptional service starts with exceptional people. If you are passionate about leadership, client experience, and building strong teams, we’d love to connect with you.