Onboarding and Training Manager

POSITION OVERVIEW:

The Onboarding & Training Manager is the single owner accountable for the entire seller onboarding and training journey — from early sales-cycle and counterparty-approval support through go-live and into execution of the seller’s go-to-market (GTM) plan. Operating as the Client Experience & Success (CE&S) “quarterback,” this role schedules and coordinates every departmental training session, aligns the appropriate MAXEX subject-matter experts (SMEs), drives follow-ups, catalogs recordings, and validates provisioning so each seller experiences one seamless, on-brand path rather than a series of hand-offs. During the counterparty approval process the Manager works side by side with Sales, Credit and the Counterparty team to keep the seller engaged, protect the timeline and clear roadblocks so momentum carries straight into activation. The Manager also creates and continually enhances all training content and produces the monthly MAXEX Insights webinar series.

This is a hybrid role spanning client onboarding, training and content development, and seller enablement. It demands a heavy mortgage-lending background paired with strong analytics and content-writing skills: the Manager is expected to grade the performance of the process and content using data — time-to-first-lock, NPS, adoption and seller feedback — and to run a constant feedback loop that improves the program over time while building it to scale toward roughly 3x current structured-training output. The role coordinates cross-functional SMEs and partners closely with the CA Manager but does not manage them directly. It reports to the VP of Client Experience & Success and launches with no direct reports.

RESPONSIBILITIES:

• Own the entire seller onboarding and training journey end to end — from early sales-cycle support through go-live and into GTM execution — serving as the single CE&S “quarterback” who connects every segment into one seamless seller experience.
• Schedule, coordinate and quarterback all departmental training sessions — lock desk and secondary, underwriting (delegated and non-delegated), deal desk, compliance/disclosure/closing, post-closing/settlement/servicing and loan officer training — aligning the appropriate MAXEX SME to each track.
• Act as the SME and lead facilitator for Loan Officer training, and partner with departmental SMEs (Credit, Operations and others) to deliver every other track.
• Create, maintain and continually enhance all training decks, curricula and supporting content for new seller activation, re-onboarding and existing-seller education, keeping every asset accurate, engaging and on-brand.
• Produce and host the monthly MAXEX Insights webinar series (Frontline Focus and Credit & Process), coordinating presenters and building the supporting content.
• Collaborate side by side with Sales, Credit and the Counterparty team throughout the counterparty approval process — helping the seller work through the application and agreement, keeping the seller engaged and active, protecting the onboarding timeline, and proactively surfacing and removing roadblocks so momentum carries cleanly into activation rather than stalling at approval.
• Send welcome packages, facilitate welcome calls and walk sellers through the Roadmap, Timeline and Overview documents to tee up next steps.
• Establish and manage each seller’s project plan, GTM plan and onboarding timeline, keeping milestones on track and the seller moving through activation.
• Coordinate provisioning steps (including confirming pricing is enabled to the PPE) and validate that each seller is fully provisioned and the onboarding checklist is complete before communicating go-live.
• Track and support each seller’s first lock, first delivery and first settlement, removing hand-off gaps that slow speed-to-first-lock.
• Maintain a single scheduling system for all training events, including standing time blocks for SME availability.
• Catalog all training recordings in the LMS for sellers’ future use, and distribute training follow-ups and the recording catalog to department heads.
• Triage existing-seller training requests — routing time- or topic-sensitive needs to scheduled departmental sessions and directing general or refresher needs to the monthly Insights sessions (live or on demand).
• Formally transition each seller into White Glove proficiency support with the CA Manager once activation is complete.
• Define, track and report on program metrics — including time-to-first-lock, first settlement, NPS and buyer/LO adoption — and administer post-onboarding NPS surveys.
• Analyze survey feedback and performance data to continually grade the process and content, and augment the Onboarding & Training policies, procedures and content libraries accordingly — owning the feedback loop that drives constant enhancement.
• Build and scale repeatable process, procedure and content infrastructure to support roughly 3x current structured-training output without reintroducing fragmentation.
• Carry MAXEX’s value propositions throughout onboarding, complementing the sales cycle and guiding each seller toward early LO adoption and a mutually beneficial GTM plan.
• Partner closely with Sales, Credit, the Counterparty team, the CA team and Operations across the full journey — from counterparty approval through go-live — acting as the connective tissue that keeps every hand-off moving and the seller progressing on timeline.
• Participate in special projects and cross-functional process-improvement efforts as needed.

REQUIRED QUALIFICATIONS:

• Minimum 5 years of mortgage lending experience required; 7+ years preferred, with a heavy background on the independent mortgage bank (IMB) / non-bank lending side of the industry.
• Full-lifecycle mortgage knowledge across the functions trained during onboarding — origination, processing, underwriting (delegated and non-delegated), lock desk and secondary marketing, compliance/disclosure/closing and post-closing/settlement/servicing — sufficient to quarterback training for every department and speak each team’s language.
• Working knowledge of loan programs including agency, jumbo, Non-QM and DSCR; familiarity with MAXEX’s Non-QM and DSCR product set preferred.
• Strong analytical skills (required) — the ability to define KPIs, track outcomes (time-to-first-lock, NPS, adoption), interpret survey and performance data and run a continuous feedback loop that measurably improves the process and content over time.
• Strong content development and writing skills (required) — the ability to build clear, engaging, on-brand training decks, curricula and enablement materials, and to translate complex mortgage concepts into practical, learner-friendly content.
• Training and facilitation experience, including delivering live and recorded/webinar sessions to mortgage professionals.
• Strong project management and coordination skills, with the ability to quarterback cross-functional SMEs, manage multiple concurrent onboardings and keep timelines and milestones on track.
• Sales-driven, GTM-oriented mindset — able to carry value propositions through onboarding and guide sellers toward early adoption and first lock.
• Builder mentality — a proven ability to create and scale repeatable processes, procedures and content libraries.
• Excellent written and verbal communication and relationship skills, with the ability to build seller confidence and partner effectively with internal Sales, Credit, Operations and CA teams.
• Tool proficiency — comfort with LMS, scheduling/calendaring, CRM and content/presentation tools (e.g., Gamma, PowerPoint), plus familiarity with pricing engines (PPE).
• Self-motivated team player able to work independently, follow through and prioritize in a fast-paced environment with multiple competing requests.
• College degree preferred, but not required with relevant mortgage experience.

Interested candidates should email a current resume to careers@maxex.com.