Vice President, Client Experience Operations

Rocket Mortgage; Detroit (MI); On-site; USD 120,000 - 180,000; Full time

Job summary

As Vice President of Client Experience Operations, you will lead a team focused on enhancing client interactions and driving business results. This role emphasizes leadership, strategic planning, and innovative problem-solving in the mortgage industry. Join a company committed to diversity and client satisfaction, offering a chance for significant career growth and excellent benefits.

Qualifications

• At least 7 years of leadership experience.
• Mortgage industry knowledge.

Responsibilities

• Lead, guide, and evaluate team performance.
• Assist in formulating and implementing strategic plans.
• Monitor key performance indicators.

Skills

Leadership

Communication

Problem Solving

Job description

As Vice President, Client Experience Operations, you will be responsible for leading the Client Experience Operations teams. This role requires prior experience as a Divisional Vice President or in a senior leadership capacity. You will mentor the Client Experience leadership team and collaborate cross-functionally to set business goals and drive transformational change.

Responsibilities

1. Communicate and embody the culture, vision, and direction of the business area.
2. Lead, guide, and evaluate team performance while driving business results.
3. Assist senior leadership in formulating and implementing strategic plans.
4. Communicate expectations effectively to all leaders.
5. Monitor key performance indicators such as overtime, efficiency, turn times, and survey results.
6. Identify innovative solutions to processes and business challenges.
7. Analyze risks and assess loan quality when making decisions.
8. Engage in professional development and mentor others.
9. Facilitate feedback sessions to foster a feedback-rich environment.

About You

• Mortgage industry knowledge.
• At least 7 years of leadership experience.

What You’ll Get

We prioritize your health and well-being, offering support and benefits to help you live your best life. Check out our full list of Benefits and Perks.

About Us

Rocket Mortgage, founded in 1985, is a Detroit-based, publicly traded company committed to helping everyone achieve homeownership. We value diversity and inclusion and strive to create the best experiences for our clients and employees. Join us for career growth, excellent benefits, and the opportunity to work with industry leaders.

This job description outlines primary responsibilities and may be modified at the company's discretion. Employment decisions are not based on protected characteristics. We provide reasonable accommodations for individuals with disabilities. For accommodations, contact [e-mail].