Director Of Operations
25 days ago
Richmond
Job Description Lead. Innovate. Elevate. Are you a systems-driven leader who loves turning vision into action? The Cowart Team, a respected mortgage branch in Richmond, VA, is searching for a Director of Operations to run the machine, coach the team, and bring excellence to every client's experience. For over a decade, our 17-person team has helped families across Central Virginia navigate one of life’s biggest milestones: buying a home. We’ve built strong systems, a trusted reputation, and a people-first culture. Now we’re ready for the next level, and we need a proactive, strategic operator to get us there. This is a player-coach position where you’ll lead the operations team while remaining hands-on in processing about 5–10 loans per month. You’ll serve as the integrator between leadership and execution, ensuring our processes, people, and performance align to deliver a world-class client experience. You’ll drive innovation, strengthen systems, and develop a culture of excellence, accountability, and care. Compensation & Benefits • Expected total compensation: $100,000+ once fully proficient, • Competitive base salary plus per-loan bonuses (for 5–10 loans monthly), • Quarterly performance bonuses tied to metrics and branch success Process & Innovation • Oversee our full client experience from application to post-closing., • Spot inefficiencies, streamline workflows, and champion better tools and systems., • Lead technology adoption and process improvement initiatives., • Maintain SLA compliance and ensure all loans close on time., • Track and analyze key operational metrics and turn times., • Conduct quality control checks and provide coaching for continuous improvement., • Serve on the leadership team using EOS principles to achieve goals., • Lead and develop processors, virtual assistants, and support roles., • Hire, onboard, and grow the right people in the right seats., • Personally process 5–10 loans per month to stay connected to the work., • Use your front-line perspective to identify and fix operational friction points., • 3 Months: You understand our systems, earned team trust, and identified key improvements., • 6 Months: SLAs are improving, the team feels supported, and new systems are driving results., • 3–5+ years in mortgage operations (processor, underwriter, closer, or ops leader)., • A proven “go-to” person who thrives on accountability and continuous improvement., • Calm under pressure and skilled at balancing details with big-picture thinking., • A natural leader and coach who empowers others to grow., • Tech-savvy and comfortable using data to drive decisions. Leadership with Purpose • Be the #3 leader in a respected branch., • Shape how operations run and have a true voice in strategy., • Enjoy autonomy and connection while backed by one of the top 15 mortgage companies in the U.S., • Deliver boutique-level service with national resources., • Lead strategy while staying close to the work., • Make process improvements that simplify lives and elevate the client experience., • Build a long-term career with a team that’s here to stay.About Company The Cowart Team exists to create a better way to buy a home by listening, planning, solving, and winning together. Based in Richmond, VA, we’re a local, full-service mortgage team that believes in hands-on guidance, proactive planning, and genuine care for clients and partners. We’re a team of Caring Rebels, creative experts who actually care, always going against the grain to do what’s right. We value curiosity, grit, gratitude, and teamwork, rowing with winners who love progress and excellence. If you’re ready to lead with purpose and bring your operational expertise to a high-performing, people-first team, we’d love to hear from you!