Director Operational Excellence

Newrez LLC•Coppell, TX

1d•Onsite

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. POSITION SUMMARY The Director Operational Excellence serves in a cross functional capacity to lead and ensure the Information Security and Technology Operations organizations run like a high performing business. This leader partners closely with Finance on budget discipline and reporting, with the Vendor Management Office (VMO) on contract lifecycle health, and with domain leaders on workforce planning, organizational health and ROI realization. The role builds and institutionalizes repeatable processes and governance that translate strategy into execution and measurable value. DESCRIPTION Essential Functions, Duties, and Responsibilities Operational Metrics & Performance Management Design and implement a comprehensive inventory for Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs) that measure operational health, efficiency, and risk posture. Drive measurable outcomes by setting clear targets, monitoring progress, and initiating corrective actions when performance deviates from plan. Partner with cross-functional teams to embed metrics into workflows, ensuring alignment with strategic objectives and compliance requirements. Continuously refine metrics and processes based on trend analysis, lessons learned, and evolving business priorities. Finance Partnership & Budget Discipline Own the monthly/quarterly budget rhythm for InfoSec/Tech Ops (forecast, actuals, variance), partnering with Finance to publish executive‑ready reporting, reconcile accruals, and ensure spend aligns to plan and strategic priorities. Drive cost optimization and value realization plans; document benefits, baselines, and savings tied to initiatives and vendor agreements. Vendor & Contract Lifecycle Management (with VMO) Maintain a proactive 12–18‑month contract calendar (effective/notice/expiry), ensuring timely actions on renewals, terminations, and amendments; prevent auto‑renew surprises and missed notice windows. Engage directly with InfoSec and TechOps existing vendors and potential vendors to manage relationships, govern and track SLAs, orchestrate reviews / decisions / approvals. Partner with business owners to track vendor performance, risk tiering, audit‑readiness, and quarterly reviews; escalate exceptions with remediation plans. Workforce Planning & Capacity Management Run an annual and rolling workforce plan: skills inventory, capacity modeling, hiring plan, succession and leadership pipeline; align headcount to roadmap demand and compliance/operational commitments. Govern and orchestrated standardized hiring practices, interview scorecards, and competency frameworks in partnership with Recruiting; ensure consistent, equitable hiring practices and consensus decisions. Monitor and track hiring progress including requisition aging, average time-to-fill, and more. Team & Organizational Health Establish and track organizational health measures in partnership with the awareness team (engagement, recognition cadence, learning pathways, communities of practice) and lead improvement actions with leaders. Monitor compliance training completion and manager accountability; partner with HR to keep completion ≥95% and address delinquencies. Ability to effectively and accurately convey information to others. Performs related duties as assigned by management.

Requirements

8+ years in Technology/Information Security operations, business operations, or portfolio/program leadership; 5+ years in people leadership.
Demonstrated success partnering with Finance and stakeholders on budgeting, cost optimization, and executive reporting.
Hands‑on experience with vendor lifecycle management in coordination with vendor management team
Proven ability to stand up operational (KRIs/KPIs), establish operating rhythms, and drive measurable outcomes across distributed teams.
Workforce planning expertise: capacity/skills modeling, hiring plan governance, and manager enablement; fluency with standardized interview processes and competency frameworks.
Excellent executive communication; able to translate complex operational topics into concise decisions and actions.
Bachelor’s degree in Business, Information Systems, or related field
Superior verbal and written communication skills.
Experience handling confidential and sensitive information in a professional and responsible manner.
Develops unique strategies to promote the effectiveness of the group.
Maintains clear and open communications.
Creates a climate of collaboration and teamwork.
Strategic & systems thinking; outcome oriented‑.
Financial acumen; benefits management and ROI tracking.
Vendor/contract fluency with risk and compliance guardrails
Change leadership; clear operating rhythms and stakeholder engagement.
Data storytelling; automation mindset.
Talent development; building healthy, accountable teams.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Nice To Haves

MBA or equivalent experience a plus.
Certifications: Lean Six Sigma Black Belt, PMP, ITIL; security governance familiarity (e.g., NIST CSF) helpful.

Responsibilities

Design and implement a comprehensive inventory for Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs) that measure operational health, efficiency, and risk posture.
Drive measurable outcomes by setting clear targets, monitoring progress, and initiating corrective actions when performance deviates from plan.
Partner with cross-functional teams to embed metrics into workflows, ensuring alignment with strategic objectives and compliance requirements.
Continuously refine metrics and processes based on trend analysis, lessons learned, and evolving business priorities.
Own the monthly/quarterly budget rhythm for InfoSec/Tech Ops (forecast, actuals, variance), partnering with Finance to publish executive‑ready reporting, reconcile accruals, and ensure spend aligns to plan and strategic priorities.
Drive cost optimization and value realization plans; document benefits, baselines, and savings tied to initiatives and vendor agreements.
Maintain a proactive 12–18‑month contract calendar (effective/notice/expiry), ensuring timely actions on renewals, terminations, and amendments; prevent auto‑renew surprises and missed notice windows.
Engage directly with InfoSec and TechOps existing vendors and potential vendors to manage relationships, govern and track SLAs, orchestrate reviews / decisions / approvals.
Partner with business owners to track vendor performance, risk tiering, audit‑readiness, and quarterly reviews; escalate exceptions with remediation plans.
Run an annual and rolling workforce plan: skills inventory, capacity modeling, hiring plan, succession and leadership pipeline; align headcount to roadmap demand and compliance/operational commitments.
Govern and orchestrated standardized hiring practices, interview scorecards, and competency frameworks in partnership with Recruiting; ensure consistent, equitable hiring practices and consensus decisions.
Monitor and track hiring progress including requisition aging, average time-to-fill, and more.
Establish and track organizational health measures in partnership with the awareness team (engagement, recognition cadence, learning pathways, communities of practice) and lead improvement actions with leaders.
Monitor compliance training completion and manager accountability; partner with HR to keep completion ≥95% and address delinquencies.
Ability to effectively and accurately convey information to others.
Performs related duties as assigned by management.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions