Chief Operating Officer
Role Summary
This is a true COO-level mandate, distinct in scope and authority from a VP Operations role. The scope - credit risk ownership, direct agency relationships, systems/process strategy including AI implementation, and direct management of underwriting and operations leadership - calls for full executive-level authority and accountability.
Key Responsibilities
Own credit risk policy and credit box strategy - author, defend, and evolve the credit box as an active policy owner.
Manage the VP of Underwriting and Operations Manager - set performance targets, build a culture of accountability, and coach and develop both leaders directly.
Own agency relationships and escalations - serve as the direct point of contact with Fannie Mae, Freddie Mac, FHA, and VA on overlays, QC findings, and repurchase demands.
Own systems and process strategy for origination, including the AI implementation roadmap - set the strategy and priorities, drawing on vendors or a systems hire for technical execution.
Advise on servicing strategy from the production side - provide strategic input on how credit box and product-mix decisions affect MSR value and retention, keeping production operations as the core focus.
Retain hands-on fallback capability - step in personally to work a stuck file or a broken workflow when direct reports need support, reflecting a hands-on leadership style.
Required Qualifications
Deep credit-risk expertise (highest priority)
Has personally authored and defended credit box and credit policy design as a true policy owner, taking ownership of authorship rather than enforcement alone.
Has personally negotiated with agencies on overlay treatment, QC escalations, or repurchase demands, leading these conversations directly rather than delegating them.
Understands how credit decisions flow through to servicing and MSR performance.
Strong people management
Directly manages underwriting and operations leaders in a flat, accountability-heavy culture, maintaining a direct span of control rather than managing through layers of middle management.
Sets clear targets, holds people to them, and coaches and develops direct reports.
Steps in personally to work a file or a process when needed, balancing hands-on involvement with team autonomy so the team keeps moving rather than becoming dependent.
Deep agency knowledge
Fluent in Fannie Mae DU, Freddie Mac LPA overlays, FHA TOTAL Scorecard, and VA automated underwriting.
Understands how overlays get built into underwriting policy through direct, practical application, going beyond theoretical or classroom knowledge.
Retail fulfillment and throughput background
Personally owned pull-through rate, cycle time, and underwriter capacity planning as direct, individual KPIs, with hands-on accountability rather than secondhand oversight.
Built this experience at a $1.5B–$5B retail-focused IMB, in an environment distinct from depository banking or correspondent-heavy lending models.
Compliance and audit experience
Experience serving as a key point of contact through Fannie Mae and Freddie Mac audits, from information requests through findings and remediation.
Experience with Ginnie Mae oversight and audits, including the reporting and compliance expectations tied to Ginnie Mae issuer status.
Extensive experience with compliance oversight more broadly, with a track record of building and maintaining a strong compliance posture across origination operations.
Preferred Qualifications
AI/automation implementation experience in origination - a strong plus, and equally well covered through a systems hire or vendor partnership.
Direct servicing operations experience - a valuable complement to the advisory and strategic input this role provides on servicing, though the core requirements stand on their own.
Familiarity with employment law and/or contract law - useful for navigating people-management decisions, vendor and agency agreements, and other contractual matters that intersect with this role.
Familiarity with ESOP (Employee Stock Ownership Plan) structures - helpful given the potential for equity or profit-interest arrangements tied to this role and the broader organization.
CFPB audit experience - a strong plus given the regulatory scrutiny facing IMBs, and complementary to the agency and compliance audit experience above.
Broad product knowledge acumen - depth across conventional, government, and non-QM product types strengthens credit box strategy and supports informed conversations on product mix.