Director of Client Relations

We're hiring for a Director of Client Relations in Los Angeles, CA.

(Hybrid – 3 days in-office, 2 days WFH… because pipelines don’t manage themselves)

Let’s set the scene: A loan comes in. Docs are “almost” complete. Underwriting is waiting. The borrower is emailing… again.

If your first instinct is “Give me 10 minutes, I’ll fix the process AND the communication flow”…you might be exactly who we’re looking for.

The Role (aka: Pipeline Quarterback)

We’re partnering with a growing lending platform seeking a process-obsessed, people-first leader to lead Client Relations. This is the person who:

• Keeps loans moving (fast)
• Keeps borrowers informed (clearly)
• Keeps teams aligned (miraculously)

You’ll own the pipeline from LOI → funding, making sure nothing slips, stalls, or mysteriously disappears into “we’re waiting on docs.”

What You’ll Actually Do

• Lead and develop teams (hire, coach, level-up… repeat)
• Own pipeline health — identify bottlenecks before they become problems
• Build and enforce processes, SLAs, and standards that actually get followed
• Ensure clean, complete files before underwriting ever sees them
• Elevate borrower experience (less confusion, more clarity, fewer “just checking in” emails)
• Partner cross-functionally with Originations, Underwriting, Closing, Servicing, etc.
• Manage third-party workflows (title, escrow, insurance, reports… the whole ecosystem)
• Keep Salesforce clean and useful (not just “updated eventually”)
• Track metrics, build dashboards, and report what’s working (and what’s not)
• Continuously improve systems, workflows, and training

What Makes You a Fit

• 8–10 years in lending ops (bonus points for private lending)
• 3 years leading processing and/or client-facing teams
• Deep understanding of bridge / construction loan workflows
• Experience working with title, escrow, and third-party reports
• Strong systems mindset — you don’t just fix problems, you prevent them
• Ability to balance speed, accuracy, and client experience (yes, all three)
• Comfortable with Salesforce or similar systems

You’ll Crush This Role If You

• Love turning chaos into clean processes
• Think “there has to be a better way” at least 5 times a day
• Can coach a team AND jump into the weeds when needed
• Know that great operations = great customer experience
• Don’t wait for problems… you see them coming

The Details

• $140K – $150K base bonus
• Full-time, exempt
• Hybrid in Los Angeles (3 days in-office)

Who Thrives Here

You’re the kind of leader who:

• Notices when one missing document will delay the entire deal
• Fixes it… and then builds a system so it never happens again
• Understands that “fast” only matters if it’s also right

If you’ve been waiting for a role where you can own the pipeline, elevate the experience, and build scalable operations — this is it. Apply now… or send it to the ops leader you know who secretly enjoys cleaning up messy processes.