Enterprise Production Manager

🚀 About Us At eLEND , we're committed to helping borrowers achieve homeownership by delivering exceptional lending solutions while maintaining the highest standards of credit quality, compliance, operational excellence, and client service. Our Enterprise Production team serves as the operational backbone of the enterprise lending organization, connecting Account Executives, Sales, Processing, Underwriting, Closing, and external partners to ensure every loan moves efficiently from submission through closing. As we continue to grow, we're looking for an experienced Enterprise Production Manager to serve as the operational right hand to the Enterprise Account Executive, own the production pipeline end to end, and deliver a consistently responsive, solution-oriented experience for clients and internal partners. 🌟 Why This Role Matters The Enterprise Production Manager is the first call, the first email, and a key point of stability for the Enterprise team. This role owns day-to-day production operations with the autonomy, judgment, and subject-matter expertise expected of a senior team member. The Production Manager is responsible for keeping the pipeline moving, anticipating issues before they become delays, resolving operational challenges directly when appropriate, and knowing when an issue requires escalation to the Enterprise Account Executive. This role serves as a critical partner to Sales and Operations by maintaining pipeline visibility, driving accountability, and ensuring every file, client, and deadline receives the appropriate level of attention. 🚀 Leadership Opportunity We're committed to building leaders who create lasting impact. As an Enterprise Production Manager , you'll have the opportunity to: • Serve as a senior operational partner and right hand to the Enterprise Account Executive. • Own and manage the enterprise production pipeline from submission through closing. • Establish a high standard for responsiveness, professionalism, service, and follow-through. • Exercise independent judgment when resolving production and client issues. • Mentor and support newer Production Managers and team members. • Identify recurring production challenges and recommend process improvements. • Strengthen collaboration across Sales, Processing, Underwriting, Closing, and other operational teams. • Contribute an operational perspective to broader enterprise strategy and initiatives. • Help create scalable processes that support continued organizational growth. 🛠️ Key Responsibilities 👥 Enterprise Production Leadership • Serve as the primary operational point of contact for the Enterprise team. • Act as the right hand to the Enterprise Account Executive, maintaining visibility into all pipeline activity. • Own the production pipeline end to end and ensure files continue progressing toward closing. • Operate with a high degree of autonomy and make day-to-day operational decisions without waiting for direction. • Exercise sound judgment when determining what to resolve directly, what to route, and what to escalate. • Keep the Enterprise Account Executive informed of significant pipeline activity, risks, and opportunities. • Serve as a mentor and point of stability for newer team members. • Model the team's standards for responsiveness, professionalism, accountability, and follow-through. 📞 Client & Partner Experience • Serve as the first point of contact for inbound calls and emails for the Enterprise team. • Create a responsive, positive, energetic, and solution-oriented experience for clients and partners. • Maintain clear and proactive communication throughout the production lifecycle. • Resolve operational issues quickly while maintaining strong relationships with brokers, borrowers, sales partners, and internal stakeholders. • Ensure clients and partners understand next steps, outstanding requirements, and potential timing impacts. • Escalate strategic or complex matters to the Enterprise Account Executive with appropriate context and recommended solutions. • Represent eLEND with professionalism and a strong commitment to exceptional client service. 📑 Production Pipeline Management • Own active pipeline tracking and maintain visibility into every file, milestone, deadline, and outstanding action. • Monitor and proactively address time-sensitive priorities, including locks approaching expiration. • Track disclosures requiring requests or re-requests. • Monitor loans approaching Clear to Close without a final submission. • Monitor and coordinate TPO submissions. • Identify potential delays before they impact milestone dates. • Proactively communicate risks and develop solutions to keep loans moving toward closing. • Maintain accurate documentation and pipeline notes so no file, client, or deadline falls through the cracks. 🤝 Cross-Functional Collaboration • Partner closely with Account Executives, Sales, Processing, Underwriting, and Closing to maintain alignment throughout the loan lifecycle. • Collaborate with operational partners to resolve complex loan and pipeline challenges. • Coordinate priorities across departments to protect milestone and closing dates. • Represent the Enterprise team in cross-departmental initiatives. • Provide a production-operations perspective during broader business and process discussions. • Build strong working relationships across the organization to improve communication and execution. • Support initiatives designed to improve the overall client and partner experience. ⚖️ Risk, Escalation & Operational Judgment • Review incoming requests and determine the appropriate action in real time. • Resolve routine and complex operational matters within established authority. • Route sales opportunities to the appropriate Account Executive. • Escalate strategic, high-risk, or complex matters to the Enterprise Account Executive. • Identify potential operational risks and communicate them proactively. • Ensure production activities remain aligned with applicable company, investor, agency, and regulatory requirements. • Exercise sound judgment while balancing client service, operational priorities, risk, and business objectives. 📈 Operational Excellence & Performance Management • Monitor pipeline performance, turnaround times, service levels, and productivity. • Maintain accurate and timely production tracking and documentation. • Identify recurring bottlenecks, communication gaps, and process inefficiencies. • Analyze production patterns and recommend solutions to improve workflow efficiency. • Partner with the Enterprise Account Executive and broader leadership team on process-improvement opportunities. • Help establish and reinforce operational standards across the Enterprise team. • Continuously look for ways to improve speed, transparency, accountability, and client experience. 🌱 Team Development As part of your leadership responsibilities, you'll: • Mentor and support newer Production Managers and team members. • Serve as a resource for questions, problem-solving, and day-to-day production challenges. • Model exceptional communication, responsiveness, and ownership. • Share knowledge and best practices across the team. • Help create consistency in production processes and service standards. • Contribute to a culture of accountability, collaboration, and continuous improvement. • Support team initiatives and other related duties as needed. 🎯 What You Bring • Proven experience in mortgage sales production, operations, processing, or a related mortgage lending function. • Strong understanding of the mortgage loan lifecycle from lock through closing. • Demonstrated ability to manage a high-volume, deadline-driven production pipeline. • Strong understanding of LOS platforms, disclosure tracking, and TPO submission processes. • Ability to operate independently and make sound operational decisions without constant direction. • Strong judgment with the ability to quickly determine what to resolve, route, or escalate. • Proven ability to anticipate problems and proactively develop solutions. • Experience mentoring, coaching, or supporting peers and team members. • Exceptional organizational skills and attention to detail. • Ability to remain calm, focused, and effective in a fast-moving environment. • Strong written and verbal communication skills with a warm, professional, and solution-oriented approach. • Strong relationship-management skills with borrowers, brokers, Account Executives, and internal partners. • Strategic mindset with the ability to identify process gaps and recommend improvements. • Ability to balance independent work with close partnership with the Enterprise Account Executive. • Strong commitment to client service, accountability, and operational excellence. ⭐ Preferred Qualifications • Previous experience supporting enterprise or high-volume mortgage production teams. • Experience working directly with Account Executives, brokers, or wholesale/TPO partners. • Experience managing complex mortgage pipelines and time-sensitive closing priorities. • Strong familiarity with Loan Origination Systems and mortgage workflow technology. • Experience with disclosure management and re-disclosure processes. • Experience with TPO submission processes. • Demonstrated success improving pipeline efficiency, turnaround times, or client satisfaction. • Previous experience mentoring or developing other mortgage professionals. • Experience identifying production trends and implementing operational improvements. • Strong understanding of agency, investor, and company mortgage requirements. 📆 A Day in the Life Your day may include: • Monitoring the Enterprise production pipeline and identifying files requiring immediate attention. • Responding to inbound calls and emails as the first point of contact for the team. • Reviewing locks approaching expiration and coordinating necessary action. • Monitoring disclosure requests and re-requests. • Following up on loans approaching Clear to Close without final submission. • Coordinating TPO submissions and resolving related issues. • Partnering with Processing, Underwriting, and Closing to protect milestone dates. • Determining which issues can be resolved independently and which require escalation. • Providing the Enterprise Account Executive with pipeline updates, risks, and recommended solutions. • Supporting Account Executives with sales opportunities and operational challenges. • Coaching newer team members through complex production scenarios. • Identifying recurring bottlenecks and recommending process improvements. • Maintaining accurate pipeline documentation and ensuring all action items have clear ownership. • Representing the Enterprise team in cross-functional meetings and initiatives. • Continuously looking for opportunities to improve efficiency, communication, and the client experience. 💼 Worksite Hybrid or Remote – U.S. Based Candidates At eLEND, we value the nuance in how teams collaborate best together and with our clients. Based on the requirements of this role, this is a hybrid or remote opportunity . This role operates within a highly collaborative environment across: • Enterprise Sales • Account Executives • Production Operations • Processing • Underwriting • Closing • TPO / Broker Partners • Operations Leadership The role includes: • Daily collaboration through Microsoft Teams, email, phone, and virtual meetings. • Frequent interaction with Account Executives, borrowers, brokers, and internal operational partners. • Ownership of a high-volume production pipeline. • Proactive communication around time-sensitive loan milestones. • Opportunity to influence production processes and operational strategy. • Leadership through mentorship, subject-matter expertise, and day-to-day operational ownership. Reasonable accommodations are available upon request with relevant documentation. 🌈 Equal Opportunity for All At eLEND , we're committed to building a diverse, inclusive, and innovative workplace where every employee can thrive. We believe exceptional teams are strengthened by diverse experiences, perspectives, and backgrounds. Employment decisions are based on qualifications, performance, experience, and business needs while providing equal opportunities for all individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.