Director of Customer Success - Agribusiness

COMPANY PROFILE:

AgTexas Farm Credit Services serves and supports approximately 2,600 member/borrowers in areas of lending, insurance sales, appraisal, and/or leasing. Ten office locations can be found throughout the Association's 43-county trade territory, and the Association has a volume of approximately $3.2 billion. The lending portfolio consists of cotton, livestock, dairy, feed grains, real estate, and ag-related business loans. Additionally, the Association territory provides diversity in production and mortgage loans as well as commodities financed. Without strong financial backing farmers and ranchers will not survive, and people will not have food to eat or clothes to wear. AgTexas provides reliable credit and crop insurance to our member-owners, so they can feed and clothe the world.

POSITION:

The Director of Customer Success - Agribusiness is a key leadership opportunity for a results-driven professional who is motivated by building high-performing teams and driving meaningful organizational impact. This role leads the Agribusiness Relationship Administration team and is responsible for strengthening performance, reinforcing accountability, and shaping a culture centered on ownership, responsiveness, and execution excellence. The Director will operate with a OneAgTexas mindset, supporting alignment across teams and contributing to consistent, unified outcomes that serve both the Association and its customers. Salary is negotiable based on experience.

While a significant portion of the team is based in Amarillo, TX, this role is not strictly location dependent. Our priority is identifying the right leader, someone with the ability to influence, lead, and deliver results regardless of where they are based. Regular travel to Amarillo will be expected, to ensure strong team engagement and alignment.

This role offers the opportunity to build on a strong foundation and make a meaningful impact. The Director will lead a group of agribusiness loan administration professionals with diverse experience levels and strong potential, requiring a leader who can set clear expectations, develop talent, and build a cohesive, high-functioning team. This role also contributes to broader divisional effectiveness through strong cross-functional alignment, communication, and execution.

In this role, you will establish and refine loan administration processes, ensure consistent and accurate execution of work, and partner across the organization to resolve complex customer and operational challenges. You will be empowered to identify opportunities for improvement, implement solutions, and drive outcomes that enhance both team performance and the overall effectiveness of the division.

The ideal candidate is highly accountable, communicates with clarity and purpose, and is comfortable leading through change. This is an opportunity for a leader who takes pride in setting high standards, developing others, and delivering results while making a meaningful impact on the organization and the customers we serve. This role operates in an environment focused on clear expectations, accountability, and continuous improvement, providing a strong leader the opportunity to influence outcomes and drive meaningful progress.

*AgTexas, at its sole discretion, may offer this position with a different title based upon the qualifications of the candidate.

MINIMUM EDUCATION AND EXPERIENCE:

Bachelor's degree in business, finance, accounting, or a related field is preferred, or an equivalent combination of education and relevant experience is required. Seven (7) or more years of progressive experience in loan operations, banking, accounting, title services, or a related financial services environment is required.

• Demonstrated experience leading and managing people is strongly preferred and will be a key differentiator for this role. Candidates should have a proven track record of directly managing teams or significantly influencing team performance, including setting clear expectations, providing direct feedback, addressing performance and behavioral challenges, and driving measurable improvements in both individual and team outcomes.

• The ideal candidate has experience leading teams in environments that require strengthening accountability, improving consistency, and elevating performance. Experience managing professional employees or complex operations, particularly where alignment and performance needed improvement, is highly valued. This role requires a leader who communicates clearly, takes ownership of outcomes, and is comfortable addressing challenges directly while balancing development with accountability. Candidates who consistently deliver results, earn trust, and contribute to stronger team performance will be well-positioned for success, regardless of traditional career path.

• This role also requires strong operational and technical expertise, including experience working with complex loan structures, documentation, and administration processes. Candidates should be comfortable serving as a resource for escalated or high-complexity loan scenarios, applying sound judgment to ensure accuracy, compliance, and appropriate risk management.

• A working knowledge of loan underwriting, accounting systems, and credit documentation standards is expected, along with the ability to ensure completeness, accuracy, and timeliness across all work produced by the team.

• Candidates should demonstrate the ability to analyze and improve processes, adapt priorities to meet operational demands, and proactively identify and resolve issues. Success in this role requires sound judgment, attention to detail, and the ability to operate effectively with a high degree of autonomy while leading others through change.

• Specialized knowledge related to real estate documentation, legal descriptions, and title commitments or policies is preferred, along with familiarity with regulatory expectations and operating procedures within a financial services environment. The successful candidate will be expected to quickly learn and effectively apply association-specific policies, procedures, and systems in order to support team performance and operational consistency.

• Strong written and verbal communication skills are required to ensure clarity, professionalism, and effective collaboration across teams, leadership, and stakeholders.

KEY RESPONSIBILITES:

• Lead, manage, and develop the Agribusiness Relationship Administration team, setting clear expectations for performance, accountability, communication, and professionalism. Foster an environment where ownership, follow-through, and high standards are consistently demonstrated.

• Drive team performance by reinforcing accountability for both results and behavior. Provide direct, constructive feedback, address issues in a timely manner, and take appropriate action to ensure alignment with expectations.

• Coach and develop team members across varying levels of experience, building capability, confidence, and consistency. Support ongoing development efforts that strengthen overall team effectiveness, while also contributing to the growth and development of divisional teammates through knowledge sharing, mentorship, and collaboration across functional areas.

• Establish and reinforce clear workflows, communication standards, and operational discipline to ensure work is completed accurately, on time, and with minimal need for rework or oversight.

• Serve as the primary leader for the team, proactively identifying risks, gaps, and opportunities for improvement, and taking action to support continued team growth and effectiveness.

• Build strong alignment with loan officers, divisional leadership, and cross-functional partners to ensure clarity of expectations, consistent communication, and effective collaboration. Partner with peer leaders to align priorities, address cross-functional challenges, and support consistent standards across the division.

• Demonstrate and promote a OneAgTexas mindset by fostering collaboration across teams, aligning priorities with divisional partners, and reinforcing shared accountability for results. Break down functional silos, encourage consistent communication, and take ownership of outcomes that extend beyond the immediate team to support the overall success of the Association and the customers we serve.

• Evaluate and improve processes to enhance efficiency, scalability, and consistency across loan administration functions, while maintaining compliance with all policies, procedures, and regulatory requirements.

• Provide oversight and guidance on complex loan administration matters, serving as an escalation point for challenging issues and ensuring appropriate resolution.

• Participate in loan processing activities as needed, primarily during onboarding and for complex or escalated situations, to maintain a strong understanding of workflows. The primary focus of this role remains leadership and team management.

• Ensure all documentation, reporting, and loan administration activities are completed in compliance with association and Farm Credit Bank policies and procedures, maintaining a high standard of accuracy and organization.

• Operate with a high degree of autonomy, exercising sound judgment in decision-making, prioritization, and problem-solving, while maintaining consistent communication with leadership regarding team performance and operational needs.

LEADERSHIP EXPECTATIONS:

• Establish and maintain a culture where commitments are met, expectations are clear, and performance is consistently aligned with team and organizational standards.
• Be comfortable addressing challenges, providing feedback, and guiding team members toward improved performance and outcomes.
• Ensure work is completed accurately, on time, and with minimal rework by reinforcing structure, discipline, and attention to detail.
• Maintain proactive, transparent communication with leadership, peers, and team members by surfacing risks, issues, and opportunities early, along with recommended solutions.
• Take ownership of team outcomes while also demonstrating the ability to influence and align across the division, building strong working relationships and contributing to the development of others beyond direct reporting lines.
• Lead with a OneAgTexas mindset, prioritizing the success of the broader organization by collaborating effectively across functions, supporting shared goals, and taking collective ownership of results.

IMPORTANT NOTE ON ROLE EXPECTATIONS:

This is a leadership-focused role. While the Director will engage in loan administration activities during onboarding and as needed for complex or escalated situations, the primary responsibility is to lead people, strengthen accountability, and continue elevating team performance. This role is best suited for a leader who is motivated by building high-performing teams, navigating challenges effectively, and driving meaningful, lasting improvement.

WORKING RELATIONSHIPS:

Frequent interaction with customers, association departmental staff and management. Occasional interaction with Farm Credit Bank of Texas staff. Occasional interaction with area professionals including real estate agents, commercial bankers, and others who deal with the association in the normal course of business.

EOE/AA/M/F/D/V

AgTexas FCS is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, national origin, protected veteran status, sexual orientation, gender identity or genetic information.

Persons with disabilities who require an accommodation to complete the application process should call our Lubbock office at (806) 745-4575 and ask to speak to one of our HR representatives to request accommodation in the application process.