COO – Head of Operations

Role Overview

• Own pipeline conversion end-to-end, from first consumer engagement through closing, with direct accountability for outcomes.
• Run daily operations: pipeline flow, bottleneck elimination, escalation management, and quality control.
• Translate strong demand into consistent, repeatable execution across markets and transaction types.
• Design and continuously refine origination and transaction workflows capable of supporting thousands of transactions with speed, consistency, and compliance.
• Build AI-enabled, automation-first processes that reduce manual work, increase transparency, and improve decision quality.
• Partner closely with Product and Engineering to rapidly ship tools that materially improve operational leverage and consumer experience.
• Define and own dashboards that provide real-time visibility into conversion, cycle time, capacity, and consumer satisfaction.
• Hire, train, and develop a lean, high-caliber operations team as volume grows.
• Set clear standards, incentives, and accountability—no process theater, no excess headcount.
• Coach strong performers and address underperformance quickly and fairly.
• Be accountable for the consumer experience from pipeline entry through closing.
• Design service experiences that reflect the gravity of purchasing a home: clear communication, predictability, and earned trust.
• Build tight feedback loops so operational and consumer insights directly inform Product, Legal, and strategic decisions.
• Work tightly with Capital Markets, Underwriting, Legal, Product, and Technology to align pricing, risk, compliance, and execution realities.
• Surface constraints early and solve them pragmatically.

Requirements

• Proven experience building and scaling consumer-facing operational systems.
• Exceptional judgment and ability to make high-quality decisions with incomplete information.
• Strong analytical orientation; fluency in metrics, dashboards, and operational data.
• Deep process discipline in regulated or high-stakes transaction environments.
• Demonstrated ability to operate hands-on before building teams.
• Clear, concise communicator across technical, legal, and consumer-facing contexts.

Benefits

• Offers Equity
• Offers Bonus