Operations and Pipeline Manager

AMERICAN HERITAGE LENDING LLC• US,

7d•$133,000 - $150,000

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.