Manager, Lending Operations (CA Call Center)

RENEW FINANCIAL GROUP LLC • Roseville, CA

23h • $85,000 - $125,000 • Remote

About The Position

Renew Financial is seeking a Manager, Lending Operations to lead their California team. This role involves driving operational excellence, delivering exceptional customer experiences, shaping processes, coaching a team, and ensuring customers and contractors receive the best financial services. The position combines team leadership, operational strategy, and technical expertise to scale the business, improve performance, and foster a customer-centric culture. The manager will also assist in system and process transformation to modernize operations.

Requirements

• Bachelor’s Degree or equivalent experience
• 10+ years in Customer Service or Call Center Operations
• 5+ years in a Team Leadership role
• Proven ability to lead small, specialized teams and drive operational improvements.
• Methodical and inquisitive mind with a knack for using data to solve problems and enhance performance.
• Excellent communicator who can motivate teams and collaborate across departments.
• Comfortable with technology and workflow/process enhancements.
• Ability to travel (overnight) up to 10%
• Ability to work California business hours

Nice To Haves

• Experience in Lending Operations, PACE financing, or a related Financial Services environment is a plus.
• Bilingual (Spanish) written/verbal communication skills

Responsibilities

• Guide and inspire a team of loan processors, account managers, and a supervisor to exceed CA performance goals.
• Drive operational excellence by managing KPIs, incentives, staffing, and workflows.
• Partner with the Sales team to understand Contractor needs and identify opportunities for business growth.
• Champion a customer-first culture and ensure consistent, high-quality interactions across all touchpoints.
• Oversee the adoption of new processes, technology updates, and system transitions to improve operational efficiency.
• Collaborate with leadership to implement strategies that improve service delivery, efficiency, and operational controls.
• Partner with internal audit and compliance teams to maintain adherence to policies, procedures, and regulatory requirements.
• Identify opportunities to streamline processes, solve problems, and support business growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager