What are the responsibilities and job description for the Director, Strategic Operations position at Kind Lending | NMLS #3925?
Brief Description
THE TEAM:
At Kind Lending, our family of diverse and talented Kind Ambassadors are the driving force behind our new approach to the mortgage experience. They're the heart and soul of the organization and our "People Before Profits" mentality shines through in every department. Kind Lending is growing and is looking for top mortgage professionals who value opportunity, lasting business partnerships, and who live out our KIND mindset. Kind Lending is determined to provide the best service in the industry while also providing homebuyers with a great selection of products to enhance their buying experience. Backed by our trusted leadership team, Kind Lending's friendly and professional model puts the “fun” in funding.
Position Summary
The Director, Strategic Operations is responsible for leading the implementation and stabilization of scalable operating models across onshore and offshore environments. This role ensures executive priorities are translated into structured workflows, clearly defined ownership, and sustainable day-to-day execution.
The Director partners closely with Operations, Credit, IT, Reporting, Compliance, and external partners to execute deployment plans with discipline, manage operational risk during transition, and ensure production environments perform as designed.
This role is responsible for ensuring operating models are implemented, validated, and consistently performing as intended across production environments.
Responsibilities
The starting base pay range for this position is $140k/annually. The actual base is dependent on many factors such as: work experience, business needs, market demands, and other compensation components. The base pay range is subject to change and may be modified in the future.
Disclaimer Statement
This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a job. It is intended to be a general description of the principal requirements common to positions of this type.
Work Authorization
Must be able to verify identity and employment eligibility to work in the U.S. without a visa sponsorship.
Other Duties
This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.
Kind Lending is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression.
THE TEAM:
At Kind Lending, our family of diverse and talented Kind Ambassadors are the driving force behind our new approach to the mortgage experience. They're the heart and soul of the organization and our "People Before Profits" mentality shines through in every department. Kind Lending is growing and is looking for top mortgage professionals who value opportunity, lasting business partnerships, and who live out our KIND mindset. Kind Lending is determined to provide the best service in the industry while also providing homebuyers with a great selection of products to enhance their buying experience. Backed by our trusted leadership team, Kind Lending's friendly and professional model puts the “fun” in funding.
Position Summary
The Director, Strategic Operations is responsible for leading the implementation and stabilization of scalable operating models across onshore and offshore environments. This role ensures executive priorities are translated into structured workflows, clearly defined ownership, and sustainable day-to-day execution.
The Director partners closely with Operations, Credit, IT, Reporting, Compliance, and external partners to execute deployment plans with discipline, manage operational risk during transition, and ensure production environments perform as designed.
This role is responsible for ensuring operating models are implemented, validated, and consistently performing as intended across production environments.
Responsibilities
- Lead implementation of operating models aligned with strategic initiatives and executive direction.
- Execute structured deployment plans including readiness validation, transition management, and stabilization.
- Define workflow ownership standards, routing structures, and accountability frameworks.
- Establish governance structures to ensure operating model adherence across onshore and offshore environments.
- Partner with BPO and Operations leadership to support performance of deployed processes within defined service levels.
- Identify operational risk during implementation phases and drive corrective action prior to steady-state transition.
- Maintain visibility across active deployments requiring coordinated execution.
- Serve as the central coordination point across Operations, IT, Reporting, Compliance, and external partners.
- Reinforce standard operating procedures to optimize cycle time, quality, and efficiency.
- Own end-to-end UAT for operational and system deployments, including test design, cross-functional coordination, environment readiness, validation of workflows and system functionality, and go-live readiness.
- Extensive experience in mortgage operations, fulfillment leadership, or large-scale process deployment.
- Minimum 3 years in a leadership or oversight capacity.
- Demonstrated experience implementing and stabilizing operating models across multiple functional areas.
- Strong understanding of workflow structure, task routing, and production management.
- Experience managing cross-functional initiatives in a regulated environment.
- Experience working with remote teams and/or offshore partners preferred.
- Detail oriented and comfortable operating in fast-paced, production-driven environments.
- Strong interpersonal skills with the ability to align multiple stakeholders
The starting base pay range for this position is $140k/annually. The actual base is dependent on many factors such as: work experience, business needs, market demands, and other compensation components. The base pay range is subject to change and may be modified in the future.
Disclaimer Statement
This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a job. It is intended to be a general description of the principal requirements common to positions of this type.
Work Authorization
Must be able to verify identity and employment eligibility to work in the U.S. without a visa sponsorship.
Other Duties
This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.
Kind Lending is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression.
- For your security, Kind Lending will only contact you from email addresses ending in kindlending.com. Emails from any other domain should be treated as suspicious and may be phishing attempts.
Salary : $140,000