Shape the future of refinance operations by leading teams that combine precision processing with empathetic customer support.

Job Summary

As an Account Manager III within the Auto Consumer Lending team, you lead people managers overseeing blended back‑office processing and customer‑facing work to move refinance loans through closing. You guide daily volume execution, quality controls, and change readiness across teams, partnering closely across sites. You coach leaders and teams to deliver accuracy, speed, and great customer experiences while driving continuous improvement. You cultivate an inclusive, positive culture that supports development and performance.

Job Responsibilities

• Lead a team of people managers accountable for refinance loan processing and customer interaction to achieve daily volume targets.
• Maintain an effective working partnership with teams in Houston, TX and Tempe, AZ to coordinate workflow, balance capacity, and resolve issues quickly.
• Monitor productivity and quality; coach managers on performance, staffing, and capacity alignment to plan.
• Enforce policies and procedures and drive consistent execution of daily strategies and metrics.
• Oversee quality reviews; ensure findings are shared and remediations are implemented promptly.
• Direct training and change management to prepare teams for product and process changes.
• Lead and contribute to process improvement and re‑engineering initiatives that enhance efficiency and customer experience.
• Ensure teams are adequately staffed; support hiring and onboarding; develop talent through regular coaching.
• Analyze data and observed behaviors to identify trends and coach to results.
• Conduct career development discussions and foster a positive, inclusive team culture.
• Support flexible scheduling coverage to meet operational needs while maintaining service levels.

Required Qualifications, Capabilities, and Skills

• Five years of management experience in back‑office processing, with exposure to customer‑facing operations.
• Ability to lead people managers, motivate teams, and deliver measurable results against volume and quality targets.
• Demonstrated success managing multi‑step operational processes and optimizing capacity in fast‑changing environments.
• Strong analytical and problem‑solving skills with high attention to detail and prioritization under tight deadlines.
• Excellent verbal and written communication, interpersonal influence, and relationship‑building skills.
• Proficiency with MS Office and familiarity with call center technologies.
• Flexibility to support variable schedules based on operational needs.

Preferred Qualifications, Capabilities, and Skills

• Two years of experience leading people managers in a hybrid on‑site/remote environment.
• Experience driving process improvement and change management in lending or comparable operations.
• Track record of implementing quality programs and sharing actionable insights with leadership and teams.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.