Program Manager II

DescriptionA client with Kforce is seeking a Program Manager II to join their team in Mountain View, CA.Duties Include:* Maintaining an established set of Key Performance Indicators (KPIs) related to customer satisfaction, efficiency, and compliance, ensuring third-party operations consistently meet and exceed performance targets* Presenting performance results, strategic roadmap updates, and operational risks providing clear, data-driven insights* Coordinating and collaborating cross-functionally with a number of different internal teams (including Product, Engineering, Compliance, and Finance) to deliver end-to-end implementation of new products, tools, features, and system enhancements, monitoring performance and resolving issues* Drive issue remediation: Manage edge cases and escalations across loan products and servicing platforms holistically; Solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues* Support Loan Servicing Workstreams including fraud claims, checks/wires research and application, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage and resolve escalated complaint cases* Documenting Procedures: You will work closely with our team to improve process documentation of servicing and collections policies and procedures* Utilize servicing software and tools to track and document servicing activities, maintain accurate records and generate reports* Respond to audit requests and manage corresponding controls within the team's risk framework* Own servicing readiness for new product and feature launches, translating PRDs and design specs into SOPs, FAQs, agent talking points and training, and securing partner approvals before go-liveRequirements* 5-7+ years of experience in fintech with a focus on loan servicing and project/program management* Ability to navigate between the big picture and execution details simultaneously* Track record of taking extreme ownership in driving to decisions and outcomes* Experience with leading change across a large organization, including acting as a catalyst to accelerate outcomes* Outstanding empathy and understanding of the customer and their finances* Ability to work in a fast paced and quickly changing environment* Strong communication skills with the ability to simply lay out the conclusions and reasons for each decision* Analytical mindset, strong Excel skills necessary; SQL experience is nice to haveJob TypeContractCompensation51 - $61