Director, Sales Technology Portfolio Manager

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Director of Sales Technology Portfolio Manager plays an important role in the organization by performing a number of activities related to the company’s Retail Sales Division. The role is primarily responsible, under limited supervision, for driving high levels customer experience, partner engagement and sales productivity through the execution and implementation of sales technology across CRM, Marketing Automation, Origination and Borrower/Partner experiences

Essential Functions

• Partner with sales executives to help define the retail sales operations technology vision and roadmap for current systems and future innovation to optimize the sales funnel.
• Utilize data, user feedback, industry trends and business process analysis to develop solutions to business needs surrounding the sales funnel.
• Manage, prioritize, and execute on the retail sales operations backlog of projects across all platform stacks.
• Identify and prioritize CRM and marketing automation enhancements across all products owned, including problem definition and requirements gathering.
• Ensure efficient data operations and integration health for all systems sending data to or receiving data from Salesforce Sales Cloud.
• Provide overall direction for day-to-day activities to the SCRUM Masters, Project Managers, Product Owners, Sr Sales Systems Analysts, Business Analysts and Salesforce Admins to ensure the highest priority work is being executed and timelines are being met.
• Establish and build robust sales best practices within owned products using actionable insights and customer-centric workflows to increase lead conversion and sales team productivity.
• Be the voice of the market, and champion business, product and marketing needs within the organization.
• Keep management and key stakeholders well informed on a timely basis on initiative progress, status and/or concerns to ensure that expectations and satisfaction are met or exceeded.
• Track the user adoption of all managed systems, develop strategies to increase adoption and report to senior management of progress.
• Work with project teams to proactively manage changes in scope, identify potential risks, and develop contingency plans.
• Track key milestones, budgets/expenses, and performance specifically to analyze the successful completion of short- and long-term goals and deliverables.
• Work with other departments such as training and communications to coordinate deployment of projects into production.
• Ensure department performance KPIs are being properly monitored and proactively addressed for optimal results.
• Ensure that all system support SLAs are being achieved, and department processes are clearly documented.
• Develop strong relationships with application vendors and other integration partners to ensure Guild is optimizing features for maximum ROI.
• Perform other duties, as assigned.

Qualifications

• Bachelor's degree directly related to the position or equivalent, required. Degree or equivalent in computer, business or related field.

• Minimum 10 years' experience in related roles.

• Minimum 5 years of supervisory, leadership, and project management experience.
• Broad understanding of mortgage origination process with the ability to understand current and upcoming industry demands.
• Knowledge of Scrum or other Agile methodology is highly preferred.
• Knowledge of marketing automation tools and experience in implementation into a larger enterprise CRM.
• Background with usability and/or training on human computer interactions and workflow best practices.
• Results and metric driven, capable of motivating a team to reach goals and drive initiatives.
• Expert level knowledge of federal, state, and regulatory requirements/guidelines related to consumer mortgage lending and internal processes and controls.
• Strong project management and critical thinking skills, including the ability to evaluate facts and data to draw conclusions.
• Deep understanding of APIs and integration mechanisms or connectors and their limitations.
• Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
• Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams.
• Ability to define appropriate data points and analyze information to identify trends.
• Excellent verbal and written communication skills.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values.
• Customer Service - Proactive attention to each person
• Integrity - Do and say what's right
• Respect - Treat others with dignity
• Collaboration - Listen and work together
• Learning - Seek knowledge and strive for improvement
• Excellence – Deliver the unexpected

Supervision

• Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may contribute insights and ideas on policies, processes, procedures, and efficiency; may recommend changes and enhancements based on analysis and evaluation of circumstances.

• Complexity: Problems are often complex and specialized and may involve unprecedented circumstances; resolution requires investigation, analysis and review of professional/organizational standards.

• Impact: Decisions and actions have an impact on the smooth operation and timeframes of the department, programs/projects; impact on the broader organization is generally indirect.

• Interaction/Supervision: Generally, manages staff with direct reports; responsible for complete oversight of people management of the area, including staffing, hiring, termination, and discipline, sets performance standards, evaluates staff, and makes pay decisions; accountable for staff development and training, etc.

• Direct Reports: 6
• Indirect Reports: 2

Requirements

Physical: Work is primarily sedentary; mobility in an office setting.

Manual Dexterity: Frequent use of computer keyboard and mouse.

Audio/Visual: Regularly required to accurately perceive, distinguish and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media. Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.

Environmental: Office environment – moderate noise, no substantial exposure to adverse environmental conditions.

Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.

Schedules: Work is primarily performed during the business week, Monday - Friday.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

Targeted Salary Range: $150,000 - $205,000 annually

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

REQ#: DIREC016990