Director, PenFed Homes
US-TX-San Antonio
Careers (External)
Req #: 10962
Type: Full-Time
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Overview: Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members "do better." Joining PenFed is more than being an employee; it's about being a part of the PenFed family. PenFed is hiring a (Hybrid) Director, PenFed Homes at our San Antonio, Texas or Phoenix, Arizona location. The Director, PenFed Home will lead the strategic design, development, and execution of a fully integrated home buying and homeownership experience. This role will be responsible for launching and operationalizing our end-to-end PenFed Home Contact Center Experience Platform. The platform integrates real estate brokerage, mortgage, home equity, property and casualty insurance, and ancillary home services into one seamless member experience. As the architect of this platform, this role will work side by side with the leads team, marketing team, digital storefront team, mortgage, realty, and IT to define the digital and human engagement strategy to build out an AI-first contact center. This role is responsible for all revenue-generating activities tied to PenFed Home Contact Center. The ideal candidate is a strategic builder and a cross-functional leader who thrives in environments where innovation, collaboration, and execution intersect. Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. * Define and lead the end-to-end design and implementation of the PenFed Home Contact Center experience platform, including online and offline engagement across realty, mortgage, insurance, and related services. * Build and launch a best-in-class AI-first call center to receive, nurture, and route PenFed Home customers to the appropriate internal or partner channels (realtors, loan officers, insurance agents, etc.). * Own conversion of the production funnel for all incoming home-related inquiries, except when the member self-selects a direct path to a realtor or loan officer or is triaged directly. Ensure nurturing and routing processes are optimized to maximize conversion for member experience. * Partner with the digital storefront team, marketing team, leads team, realty team, mortgage team, and IT to design the digital storefront and online shopping experience across web and mobile, including personalized recommendation engines, prequalification flows, calculators, and lead conversion pathways. * Establish all operational infrastructure prior to launch: define staffing plans, create job roles and compensation plans, and training plans with HR. Write SOPs, determine geographic hubs, and hire and onboard the initial Home Experience team. * Collaborate with internal departments-including Mortgage, Insurance, IT, Marketing, Leads, and Product-as well as external partners like Realty to drive an aligned, integrated member experience. * Serve as a senior cross-functional leader who fosters a culture of service, collaboration, performance, and innovation across all levels of the organization. * Measure and optimize performance of the PenFed Home Contact Center using data-driven KPIs across conversion, satisfaction, speed, conversion, revenue, cost, and member lifetime value. * Success will be determined based on overall conversion and relationships with multiple products or services used at closing. * Partner with PenFed Realty to implement strategies to increase PenFed Home Loans' penetration of PenFed Realty real estate transactions, while maintaining strict regulatory compliance. * Proactively work with compliance and legal partners to to ensure we are delivering an optimal and compliant process. * This role will be responsible for building and leading a high-performing sales culture. The successful candidate will establish a proactive, metrics-driven environment where inbound inquiries are converted into warm transfers and closed opportunities. * Ensure cold leads are nurtured with strategic, multi-channel follow-up using AI, email, phone, and text. Qualifications: Equivalent combination of education and experience is considered. * Bachelor's Degree required in Business Administration, Real Estate, Finance, Technology, or related field is required. Master's degree (MBA or equivalent) preferred. * Minimum of twelve (12) years of marketing, retail mortgage originations, and/or real estate services experience is required. * Minimum of two (2) years managing professional level employees. * Minimum of 5 years of executive leadership experience in one or more of the following: mortgage banking, real estate, financial services, proptech, or insurtech. * Minimum of 10 years experience complying with federal consumer protection laws, to include, the Real Estate Settlement Procedures Act. * Deep understanding of the residential home buying industry and full-funnel performance metrics and levers to drive conversion at every stage. * Knowledge of content marketing, digital marketing, event marketing, email marketing and other methods used to engage prospects.. * Strong written and verbal communication skills; high degree of proficiency in synthesizing and communicating data from a variety of disciplines. * Strong organizational skills, ability to multi-task, meet deadlines and manage priorities. * Knowledge of Microsoft Office products and other graphics or presentation software; familiarity with statistical software desirable. * Understanding of Federal Regulations governing Real Estate Lending. * Demonstrated success in launching and scaling new revenue-generating platforms or business units, preferably in digital-first or omnichannel environments. * Experience building and leading high-performance teams across sales, operations, and customer service, including training, performance management, and workforce planning. Supervisory Responsibility This position will supervise employees. Licenses and Certifications There are no additional certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call may be required.
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