Director of Retail Operations - Hybrid - Paramus, NJ or Houston, TX Office

Company Description

At Longbridge, we love seniors and we’re passionate about helping them unlock the power of one of their greatest assets—their home equity.

As a leading provider of home equity solutions for seniors, we’re committed to helping older homeowners make the most of what they’ve worked hard to build, so they can live the retirement they imagined.

And we don’t just do it well, we do it really well. With an “Excellent” rating on Trustpilot and over a thousand customer testimonials, we’ve earned a reputation for making it easy and stress-free to access home equity—with guidance every step of the way.

But it’s not just our customers who love us—our team does, too! We’ve been named a Great Place to Work® three years in a row because we believe that when people enjoy what they do and where they do it, everyone wins.

Why Longbridge?

At Longbridge, we don’t just offer jobs, we offer careers that grow with you. Here’s why you’ll love being part of our team:

• Grow With Us – We’re big believers in investing in our people. From top-notch training to clear career paths, we support your professional growth every step of the way. Plus, we love promoting from within—because when you succeed, we all do.
• A Culture That Clicks – We work hard, but we have fun doing it! Whether it’s team-building events, friendly competitions, or just an atmosphere of open communication and collaboration, we make sure work feels less like “just work.”
• Benefits That Have Your Back – We’ve got you covered with best-in-class health plans (medical, dental, vision, HSA, and FSA), generous PTO, paid holidays, company-paid life insurance, and a competitive 401(k) match. Because taking care of our team is just as important as taking care of our customers.

If you’re looking for a place where your work truly makes a difference, we’d love to have you on board. Apply today and let’s do great things together!

Job Description

Director of Retail Operations

The Director of Operations is responsible for managing the daily functions, strategy, and performance of the organization while improving efficiency, productivity, and scalability. This role is a hands-on people leader who fosters a high-performance culture through active coaching, mentoring, and development of managers and their teams, while also serving as a strategic thought partner in leveraging technology and automation to drive operational excellence.

Key Responsibilities

• Develop and implement strategic operational planning that drives company goals for performance, profitability and growth
• Develop procedures and policies to maximize effectiveness and compliance across all teams within the channel
• Manage pipelines, analyze reporting to track performance against Key Performance Indicators (KPIs) goals to the team and senior leadership, ability to generate monthly forecasts
• Strategically evaluate and leverage technology, automation, and AI-enabled tools to improve efficiency, scalability, quality, and cost effectiveness across operations
• Recruit, train, and mentor managers and supervisors to foster high-performing teams and building leadership capabilities for succession readiness
• Ensure all teams comply with FHA & Proprietary (Investor) regulations, company policies, and audit procedures
• Conduct regular meetings to assess performance and maintain consistency in company standards
• Establish and sustain a culture of compliance, managing risks appropriately, including but not limited to Fair Lending, HMDA, RESPA, and CFPB considerations

Qualifications

Key Qualifications

• Working in office locations, either in Houston, Texas or Paramus, New Jersey are highly preferred

• Prior experience in hiring, developing and managing employees in person or remotely is essential for the success of this role
• Five years or more of experience in mortgage operations, demonstrating a solid understanding and proven track record of mortgage lending and the management of mortgage operations
• Working closely with various departments within Longbridge, as well as external partners /vendors
• Operations experience working with Independent Mortgage Bankers (IMBs) is preferred
• Strong proficiency in PC applications, including Word, Excel, PowerPoint and MS Outlook, is essential
• Produce, read, analyze, and interpret a variety of procedures, manuals, policies, and regulations to ensure compliance and operational efficiency
• Experience with AI applications, particularly in assisting with the development and implementation of process automation
• Above average oral and written communication skills are crucial for success in this