Director of HELOC Operations

Splash Financial•Cleveland, OH

10h•$160,000 - $210,000•Remote

About The Position

Splash Financial is seeking a driven, detail-oriented operations leader to build and scale the day-to-day operational infrastructure of its HELOC business. Reporting to the SVP of Operations, the Director of HELOC Operations will bridge strategy and execution—translating business objectives into high-performing workflows, compliance frameworks, and seamless lending partner and borrower experiences. This leader will own the full operational lifecycle of the HELOC product, from origination and processing through closing and post-close handoffs, while continuously improving efficiency and quality at scale. This is a remote role based out of the Cleveland area, and the ideal candidate is a process-driven operator with deep HELOC expertise, a bias for action, and the ability to build from the ground up in a fast-moving, entrepreneurial environment. If you have hands-on experience managing HELOC operations at scale—from underwriting and processing to vendor management and regulatory compliance—this role is for you!

Requirements

Must reside within 75 miles of our Cleveland office for occasional in-office collaboration and to support state licensing/compliance requirements
7+ years of experience in HELOC or mortgage operations (TPO experience a plus), with at least 3 years in a leadership role managing teams and building or improving operational processes at scale
State-specific mortgage loan originator (MLO) licenses, (California DRE Real Estate Salesperson License MLO License Endorsement Preferred)
Deep knowledge of HELOC origination workflows, regulatory requirements (TILA, RESPA, HMDA, state licensing), and industry best practices across the full loan lifecycle
Proven track record of building and scaling operational teams and processes in a high-growth, technology-forward lending environment; experience standing up new operations from scratch is a plus
Strong analytical skills with ability to use data to diagnose bottlenecks, forecast capacity needs, and drive measurable, sustained operational improvement
Excellent cross-functional communication skills; able to translate operational complexity into clear priorities for product, technology, and business stakeholders
Experience managing vendor and lending partner relationships with a focus on performance, compliance, and long-term partnership health
Hands-on, action-oriented leadership style with a relentless focus on quality, efficiency, and delivering an exceptional experience for borrowers and partners alike

Nice To Haves

TPO experience a plus
California DRE Real Estate Salesperson License MLO License Endorsement Preferred
Experience standing up new operations from scratch is a plus

Responsibilities

Own end-to-end HELOC operational processes including loan origination, processing, underwriting support, closing, and post-close servicing handoffs. Ensure every step runs with consistency, speed, and quality
Build and continuously improve scalable workflows, SOPs, and quality control frameworks that can support rapid volume growth without sacrificing the borrower or partner experience
Partner closely with Product and Technology teams to identify operational bottlenecks and drive process automation, tooling improvements, and efficiency gains
Manage, develop, and grow a high-performing operations team; recruit, coach, and retain A-players capable of scaling with the business and owning their domains
Oversee lending partner onboarding and operational integration, ensuring seamless connectivity, clear communication, and a consistently high-quality partner experience
Monitor key operational metrics—cycle times, pull-through rates, error rates, and satisfaction scores—and drive continuous improvement initiatives to consistently hit business targets
Ensure operational compliance with applicable federal and state regulations (TILA, RESPA, HMDA, state licensing), working cross-functionally with Legal and Compliance to embed regulatory rigor into every process
Serve as the primary escalation point for complex operational issues and partner inquiries, resolving problems quickly, systematically, and with a root-cause mindset