Director, Encompass LOS

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Director, Software Engineering leads the strategy, delivery, and performance of the Loan Origination System (LOS) platform, with a focus on ICE Encompass. This role is responsible for overseeing Encompass Administration and Encompass Loan Support teams, ensuring scalable solutions, operational efficiency, and alignment between business needs and technical execution. The Director, Software Engineering partners closely with Operations, Product, and Technology teams to design and deliver effective solutions, while maintaining strong governance, adherence to processes, and consistent service delivery in a high-volume mortgage environment.

Job Responsibilities:

• Lead and develop Encompass Administration and Loan Support teams, driving accountability, performance, and engagement.

• Partner with Operations, Product, and Technology teams to design and deliver scalable technical solutions.

• Partner with Compliance, Legal, Risk, and Internal Audit to support regulatory requirements and control frameworks.

• Oversee platform integrations, including APIs, SDKs, middleware, and third-party/vendor systems.

• Ensure reliability, security, and performance of all Encompass-related integrations.

• Establish and maintain governance over system configurations, customizations, and workflows to minimize risk and complexity.

• Execute against priorities established through Change Control in partnership with Operations Solutions, ensuring alignment with business and executive objectives.

• Ensure SLAs are consistently met, with a strong focus on turnaround times, backlog management, and team productivity.

• Monitor key performance metrics (e.g., SLA adherence, cycle time, backlog health) and drive continuous improvement.

• Enforce adherence to Change Control, Software Development Life Cycle (SDLC), and governance processes to ensure quality, compliance, and audit readiness.

• Provide clear communication to stakeholders and executive leadership on priorities, risks, and delivery status.

• Manage employee performance, development, and HR-related responsibilities.

Qualifications and Skills:

• 5+ years of experience with Encompass.

• 3+ years of management experience.

• Experience managing both project-based delivery and production support environments.

• Experience with Agile, SDLC, ITIL, or similar delivery frameworks.

• Experience with reporting, workflow analytics, or business intelligence tools.

• Experience in a high-volume, multi-channel mortgage environment.

• Experience with Encompass APIs and SDK.

• Experience with PPE/pricing engine integrations (e.g., Optimal Blue).

• Experience with CRM and marketing platform integrations.

• Experience working with third-party mortgage vendors and integrations.

• Knowledge of disclosure workflows and regulatory requirements.

• Familiarity with the ICE Mortgage Technology ecosystem.

• Deep understanding of mortgage operations and the end-to-end loan lifecycle.

• Proven skill in translating business needs into scalable technical solutions.

• Excellent communication and stakeholder management skills.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.