Executive Vice President of Business Process Automation

Role Description

The Executive Vice President of Business Process Automation is responsible for executing the company's strategy to simplify, automate, and optimize business processes across the entire platform ecosystem. This executive role partners closely with Technology, Product, Sales, Operations, Customer Experience, and Executive Leadership to identify opportunities where automation, workflow optimization, AI, and platform capabilities can improve efficiency, reduce operational costs, and enhance the customer experience.

In addition to platform automation, the EVP serves as the executive sponsor for operational excellence within the company's call center organization, providing strategic consulting, operational guidance, and mortgage industry expertise to strengthen leadership capabilities and improve customer outcomes. The EVP also serves as a trusted advisor to executive leadership, helping identify transformational opportunities that create long-term competitive advantage through intelligent automation.

Responsibilities

• Business Process Automation Strategy
  • Execute the company's enterprise-wide business process automation strategy.
  • Identify opportunities to automate manual workflows across:
    • Lender operations
    • Borrower experience
    • Vendor interactions
    • Internal business operations
  • Partner with Technology and Product teams to prioritize automation initiatives that deliver measurable business value.
  • Champion a culture of continuous process improvement throughout the organization.
• Platform Workflow Innovation
  • Evaluate how platform capabilities can streamline customer operations.
  • Design scalable workflow solutions that reduce friction while improving efficiency.
  • Identify repetitive processes suitable for:
    • Workflow automation
    • Intelligent routing
    • AI-assisted decision support
    • Process orchestration
  • Recommend platform enhancements that improve operational effectiveness.
• AI & Intelligent Automation
  • Partner with the Chief Innovation Officer and Special Projects to identify safe, practical uses of Artificial Intelligence.
  • Evaluate AI technologies that improve:
    • Customer service
    • Operational efficiency
    • Decision support
    • Process automation
  • Ensure automation initiatives align with security, compliance, and business governance standards.
• Call Center Consulting & Operational Excellence
  • Serve as the executive advisor to the company's call center leadership.
  • Mentor managers and supervisors on:
    • Mortgage industry fundamentals
    • Customer journey best practices
    • Operational efficiency
    • Performance improvement
  • Recommend improvements to:
    • Workflows
    • Call routing
    • Training programs
    • Operational processes
  • Help position the call center as a strategic extension of the overall platform experience rather than simply a support organization.
  • Develop KPIs to measure:
    • Process efficiency
    • Customer effort reduction
    • Workflow automation rates
    • Operational cost savings
    • Customer satisfaction improvements
    • Call center productivity
    • Time-to-completion improvements
  • Present measurable ROI from automation initiatives to executive leadership.
• Success Metrics
  • Percentage of manual processes automated
  • Reduction in operational costs
  • Customer effort reduction
  • Workflow completion times
  • Call center performance improvements
  • AI and automation adoption
  • ROI delivered through process optimization
  • Cross-functional adoption of automation initiatives

Operating Model

• Does
  • Identify automation opportunities across the enterprise
  • Design and champion improved business processes
  • Consult and mentor operational leaders, including the call center
  • Partner with Technology and Product to operationalize automation
  • Drive measurable operational improvements through technology and process redesign
  • Promote safe, practical adoption of AI and intelligent automation
• Does Not
  • Own software engineering or platform development
  • Replace operational department leadership
  • Independently approve platform priorities or strategic investments
  • Manage the day-to-day operations of the call center

Location

Remote

Job ID

3632532

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