Operations Project Manager

About the role

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview

The Operations Project Manager is responsible for independently leading and managing projects from initiation through implementation, ensuring successful delivery within established service level agreements (SLAs).

This role requires strong mortgage industry knowledge to actively contribute to business discussions, identify operational impacts, gather and document requirements, and develop detailed Jira stories and acceptance criteria.

The Operations Project Manager serves as the primary point of contact for assigned projects, working directly with business stakeholders, internal technology teams, and external vendors to drive project execution to proactively resolve issues and ensure successful implementation.

Job Responsibilities

• Independently manage assigned projects from initiation through implementation, taking ownership of project timelines, deliverables, and outcomes.
• Serve as the primary point of contact for assigned projects, maintaining a thorough understanding of business requirements, workflows, decisions, and project status.
• Lead project meetings, facilitate discussions, establish action items, and hold project participants accountable for deliverables.
• Proactively identify risks, resolve issues, and drive projects forward without requiring continuous management direction.
• Proactively identify and escalate project issues, risks, and roadblocks to management in a timely manner, providing recommended solutions, potential impacts, and actionable next steps to support informed decision-making and resolution
• Establish project scope, objectives, milestones, and expectations with stakeholders, internal technology teams, and external vendors.
• Monitor project progress, manage multiple projects at one time, and ensure completion within established SLAs.
• Gather, analyze, and document detailed business and functional requirements by working directly with stakeholders.
• Translate business needs into clear, actionable Jira stories.
• Ensure requirements are complete, accurate, and understood by internal technology teams, external vendors, and UAT before development begins.
• Maintain sufficient knowledge of project requirements to independently answer questions, clarify expectations, and facilitate issue resolution throughout the project.
• Apply mortgage industry knowledge to actively contribute to project discussions, identify workflow impacts, challenge unclear requirements, and recommend solutions.
• Identify requirement gaps, dependencies, and potential downstream impacts, coordinating with stakeholders to resolve them.
• Maintain accurate and complete project documentation, including Jira tickets, assignments, decisions, dependencies, and status updates.
• Coordinate project activities across business departments, internal technology teams, external vendors, and UAT to ensure successful delivery.
• Manage changes to project scope or requirements, communicate impacts, and maintain alignment among stakeholders.
• Partner with Training to coordinate SOPs, workflow documentation, and company announcements.
• Communicate project status, risks, issues, and decisions to stakeholders and leadership.
• Assist with documentation for audits, reviews, and other business needs.
• Perform other duties as assigned.

Qualifications and Skills

• 5+ years of experience in mortgage operations including origination, processing, underwriting, closing, and funding.
• Demonstrated experience independently managing projects, leading stakeholder discussions, and driving successful implementations.
• Encompass LOS experience, preferred.
• JIRA experience, preferred.
• PMP certification, preferred.
• Considerable knowledge of mortgage operations, including origination, processing, underwriting, closing, and funding.
• Working knowledge of agency guidelines, mortgage compliance, and disclosure requirements.
• Understanding of complex mortgage workflows to identify downstream impacts, and effectively communicate requirements to technical teams.
• Skill in gathering, analyzing, and documenting business requirements, including functional specifications, stories, and acceptance criteria.
• Analytical and problem-solving skills to identify gaps, evaluate business needs, and recommend solutions.
• Excellent organizational, prioritization, time management, and decision-making skills to work effectively with minimal supervision.
• Effective leadership, executive presence, communication, conflict resolution, and negotiation skills.
• Skill in developing and delivering executive-ready presentations, dashboards, project updates, and visualizations that clearly communicate project status, risks, recommendations, and business impacts to leadership.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, Power Point).
• Proficiency in Lucid Chart.

Additional information

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package:

California residents: Please see CrossCountry's privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government.