The Mortgage Office
VP / SVP, Operations
Huntington Beach, CA · Vp
Sponsorship not specifiedDetected 55 days ago
RecruitingOnboardingCustomer SuccessCustomer SupportCadenceLeadership
About the role
- Reports to the CEO and sits on the executive leadership team.
- SVP) is calibrated to candidate experience and demonstrated scope.
Responsibilities
- Customer Organization Leadership Lead the customer organization end-to-end, develop the management layer underneath, and build the bench needed to scale.
- Manage a blended onshore + nearshore model; expand where it makes sense without compromising customer experience.
- Technical Enablement & Support Own the tiered support model and drive measurable improvement in first-response time, resolution time, deflection rate, and CSAT.
- Customer Delivery & Success Own customer onboarding through segment-aligned Go Live motions (SMB and Enterprise), each covering Loan Servicing, Loan Origination, and Fund Management.
- Drive measurable improvement in time-to-go-live, onboarding NPS, and early-life retention.
- Own gross revenue retention as the primary outcome metric for the Customer Success function.
- Cross-Cutting Operating Levers Define and instrument the customer org's metrics stack: GRR, time-to-value, CSAT, support SLAs, PS utilization & margin, certification volume.
- Partner with Product and Engineering on a continuous feedback loop from the field back into the roadmap.
- Direct experience building or scaling a tiered support model and a Forward-Deployed Engineer / FDE function.
Requirements
- 12+ years leading customer-facing post-sales or operations organizations
- 3+ years at the VP level or above.
- Track record of owning GRR as a primary metric and improving it.
- Experience leading an organization across multiple management layers.
- Vertical SaaS leadership experience in financial services, lending, or capital markets technology.
- Hands-on experience deploying AI tooling inside a customer org - not slideware.
Nice to have
- Fluency in the mechanics of loan servicing, origination, draw management, investor reporting, and fund accounting.
Benefits
- weekly business reviews, monthly health reporting, quarterly planning.
- Partner with Sales leadership on pre-sales SE coverage, demo quality, and technical win rates.
- Build the playbook, health-scoring, and renewal motion that supports it.
- Experience running a customer education / academy function with certifications.
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This listing is sourced directly from The Mortgage Office's careers page and normalized into a canonical job model.