Vice President / Senior Vice President, Operations

Client is a private equity-backed, rapidly growing leader in the U.S. appraisal management industry. The Company has outgrown the market for over 20 years and, following an institutional investment and leadership expansion in 2021, launched a strategic initiative to accelerate growth, expand its product capabilities and geographic coverage, and lead the consolidation of the market. Client has since acquired eight complementary business units over the last three years to become the second largest AMC in the U.S. and is in the process of integrating the operations of its three largest divisions, while maintaining their brand equity and deep level of customer engagement. Client leverages a culture of uncompromising service, proprietary modern technology, an expansive network of valuation service providers, and a dedicated, highly skilled team across seven offices in 25 states to deliver end-to-end appraisal management and collateral valuation solutions to mortgage lenders, servicers and investors throughout the U.S.

Location:

Onsite in Orange, CA or Lenexa, KS. Exceptional candidates located in other markets with direct flight access to the Kansas City and the Los Angeles–Orange County metro areas who are willing to travel regularly may also be considered.

Position Description and Responsibilities:

Our client is seeking an operational leader to support the integration, ongoing management and growth of their core division with its acquired brands under one highly collaborative, flexible and service-oriented organizational structure (the “Division”). The Vice President / Senior Vice President of Operations (“VP/SVP”) is a senior leadership role at both the Division and corporate levels, allowing for significant opportunity for growth and access to corporate executive leadership. The VP/SVP will report directly to the Division President and will have significant interaction with the Company’s Chief Operating Officer and Chief Executive Officer.

The VP/SVP will be responsible for leading and continuously improving all aspects of the Division’s service delivery, including our order assignment, status management, customer service, property data analysis and escalation management functions. He/she will serve as a key driver of operational excellence, scale, efficiency, quality and stakeholder (including our clients, their borrowers, valuations professionals and team members) satisfaction in a high-volume, technology-enabled environment. She/he will also partner closely with client relations, business development, quality control, network/vendor management and technology leadership to ensure that client’s operations maximize strategic vision, customer expectations, financial goals, and culture.

Key responsibilities will include:

• Provide executive leadership and day-to-day oversight of our valuations, order assignment and customer service teams, consisting of five departments across two offices.
• Developing, tracking, and acting upon operational and financial key performance indicators (“KPIs”) and dashboards that provide real-time visibility into performance drive accountability, and support data-informed decision making at all levels of the organization;
• Designing, implementing, and continuously improving operational processes, workflows, and organizational structures that scale with the business and reflect best practices in appraisal management and mortgage settlement services operations;
• Leading and developing high-performing functional teams, including hiring, onboarding, training, performance management, and career development for direct reports and their teams;
• Collaborating with client’s network management function (which supports all divisions with vendor management, client onboarding and operational data management services) to ensure the Division’s service level, compliance and quality needs are being met through best in class vendor selection and credentialing, performance management, capacity planning, and continuous improvement;
• Collaborating with the Division’s SVPs of Business Development and Client Relations to support client onboarding, client retention, and the execution of client-specific operational requirements, service level agreements, and escalation protocols;
• Partnering with technology and product teams to evaluate, implement, and optimize workflow management systems, automation tools, and proprietary and third-party platforms that enhance operational efficiency and service quality;
• Supporting the Company’s financial objectives by identifying cost reduction and margin improvement opportunities, managing operational budgets, and contributing to financial planning and analysis processes;
• Coordinating with compliance, appraisal operations and quality control functions to ensure that the functional operations teams are properly trained on technical appraisal and compliance matters and are empowered to engage extensive corporate resources to support the customer, their borrowers, appraiser partners and regulators in the event of complex challenges during the property valuation process;
• Representing the Operations function in cross-functional leadership discussions, contributing to the Company’s strategic planning process, and supporting integrations or operational build-outs associated with acquisitions or new product launches.

Skills and Qualifications:

The ideal VP/SVP will be a service-focused, analytical and results-oriented operational leader who combines deep knowledge of appraisal management or mortgage settlement services operations with a passion for delivering on a promise of constantly making products, processes and partner relationships better. She/he should have strong people skills, a player-coach mentality, intellectual curiosity and a strong sense of urgency. The successful candidate will be energized by building and improving systems and teams to achieve the ultimate goal of relentlessly improving outcomes for all our stakeholders.

Qualified applicants should possess:

• Bachelor’s degree required;
• Lean six sigma certifications and/or training preferred;
• Minimum of 10 years’ progressive experience in operations leadership roles within the appraisal management, mortgage settlement services, or related tech-enabled mortgage data or services industries
• Demonstrated success with at least three (3) years in a Director or VP role with responsibility for multiple operational functions simultaneously, such as vendor management, transaction processing, customer service, and/or quality control, within a high-volume, service-oriented environment;
• Proven expertise in metric-driven management, including the development and ongoing management of operational and financial KPIs and performance dashboards;
• Significant experience designing, documenting, and continuously improving operational processes and workflows, with a track record of measurable efficiency and quality gains;
• Strong cross-functional leadership and collaboration skills, with experience partnering with sales, account management, finance, technology, and strategy teams to align operational execution with organizational priorities;
• Familiarity with appraisal management software or similar workflow automation platforms;
• Excellent analytical, problem-solving, and written and verbal communication skills;
• The ability to thrive in a private equity-backed, high-growth environment, with a demonstrated ability to manage competing priorities, meet deadlines, and drive results;
• Proficiency with Google Suite and Microsoft Office with particularly strong Excel/Google Sheets skills.

Compensation and Benefits:

This VP/SVP role includes a competitive executive salary, a performance‑based annual bonus, and a full suite of benefits designed to support your health, financial security, and work‑life balance. You’ll receive comprehensive medical and dental coverage, a 401(k) plan, paid holidays, and generous PTO reflecting the seniority and impact of this leadership position.

Qualified parties are invited to confidentially email Ryan Anderson at randerson@andersonbiro.com or call 216.664.1300 ext. 351 at your earliest convenience.

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