Director, Rocket Loans Operations (Origination & Servicing)

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

As Director of Operations, you’ll lead and inspire the operations team within an inbound/outbound call center environment, overseeing loan processing, servicing, collections, and workforce management. This role emphasizes people leadership to foster a high-performance culture focused on exceptional client experience and operational efficiency, working closely with cross-functional teams to optimize business processes, maximize team quality and client experience and drive team member development. 

About the Role

• People Leadership & Development: 
  Build, mentor, and lead a team of operational leaders and staff, fostering an environment of accountability, collaboration, and growth. Prioritize team engagement and professional development to enhance performance and morale across the organization, encouraging innovative thinking and shared ownership of goals. 

• Client Experience & Operational Excellence: 
  Champion initiatives to improve client satisfaction through streamlined processes and high service standards. Promote a client-centered culture that ensures interactions are responsive, efficient, and exceed expectations. 

• Strategic Direction & Goal Setting: 
  Define and communicate department goals that prioritize both client experience and operational efficiency. Align team objectives with company goals, setting clear expectations and driving results that support the organization’s mission. 

• Operational Efficiency & Continuous Improvement: 
  Regularly review and optimize processes in call center operations, collections, and loan processing to enhance efficiency, reduce costs, and improve service delivery. Encourage a culture of continuous improvement by empowering the team to identify opportunities for innovation. 

• Data-Driven Decision-Making: 
  Leverage data insights to assess team performance, identify trends, and make informed decisions that enhance client experience and operational outcomes. Share actionable insights across the team and with leadership to support strategic growth. 

• Cross-Functional Collaboration: 
  Partner with Tech, Product, HR, Finance, and other departments to resolve challenges, improve systems, and ensure smooth implementation of initiatives that elevate client satisfaction and operational efficiency. 

• Risk & Compliance Management: 
  Ensure the team adheres to regulatory and industry standards, particularly in collections and call center operations, maintaining compliance to safeguard client trust and uphold operational integrity. 

About You

• 3+ years in an operations leadership role, ideally in a call center setting 

• Strong understanding of call center processes, loan processing, collections, and workforce management (WFM) 

• Bachelor’s degree in a relevant field 

• Proficiency with business operating systems and data analysis 

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About Us

Headquartered in Detroit, Rocket Loans was established to create the most simple, rocket fast personal loan process. We assembled a top-notch team of individuals combining new, passionate team members with some of the best veterans from Rocket Mortgage to create the most user-friendly lending platform in the world. We have given it our best to create an experience that is best-of-breed in the personal loan industry and commit even more to continuously improving it. At Rocket Loans, you’ll build a career that helps you achieve your professional goals while helping clients get the loans they need to reach their financial goals.