Director, Strategic Program Management

Job Description

Job Description

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

POSITION SUMMARY:

As the Director, Strategic Program Management, you will lead enterprise-wide mortgage servicing transformation initiatives from strategy through implementation. You will serve as the executive program leader responsible for delivering complex servicing platform conversions while establishing governance, managing executive communications, facilitating Steering Committee decisions, resolving cross-functional conflicts, and ensuring organizational readiness across the enterprise.

DESCRIPTION:

Essential Functions, Duties, and Responsibilities

Enterprise Transformation

• Lead enterprise mortgage servicing platform conversion program from initiation through post-production stabilization.
• Develop and maintain integrated program plans, executive roadmaps, milestones, dependencies, and critical path activities.
• Drive enterprise-wide alignment across Operations, Servicing, Technology, Risk, Compliance, Finance, Legal, Customer Experience, and Vendor organizations.
• Ensure successful execution of complex, multi-year transformation initiatives.

Executive Leadership & Communications

• Serve as the primary executive liaison for servicing conversion programs.
• Prepare executive-level presentations, recommendations, and decision materials.
• Present program health, risks, financial impacts, and key decisions to executive leadership.
• Lead Executive Steering Committee meetings.
• Facilitate governance forums with senior executives.
• Provide concise executive communications appropriate for C-suite audiences.
• Escalate issues requiring executive decisions with clear recommendations.

Program Governance

• Establish and manage enterprise program governance.
• Lead Steering Committee meetings and Executive Program Reviews.
• Maintain RAID logs, decision logs, executive dashboards, and integrated program plans.
• Drive accountability across business and technology workstreams.
• Ensure adherence to enterprise PMO standards and governance practices.
• Track program financials, scope changes, executive decisions, and strategic milestones.

Stakeholder Management & Conflict Resolution

• Build strong partnerships across executive leadership and business and technology organizations.
• Facilitate alignment among stakeholders with competing priorities.
• Lead conflict resolution discussions to remove organizational barriers.
• Influence decisions without direct authority.
• Drive consensus across Operations, Technology, Vendors, and Executive Leadership.
• Manage vendor relationships and executive escalations.

Mortgage Servicing Conversion Leadership

• Lead all phases of servicing platform implementation including:
  • Discovery
  • Current State Assessment
  • Future State Design
  • Business Requirements
  • Data Conversion
  • Integration Planning
  • Operational Readiness
  • User Acceptance Testing
  • Cutover Planning
  • Production Stabilization
• Coordinate business readiness across servicing departments.
• Ensure operational impacts are identified and mitigated.
• Partner with vendors throughout implementation activities.

Risk & Decision Management

• Identify enterprise program risks and dependencies.
• Drive mitigation planning across workstreams.
• Escalate strategic issues requiring executive decisions.
• Manage enterprise RAID logs.
• Facilitate executive decision-making through structured governance.
• Monitor organizational readiness and adoption risks.

Change Management & Business Readiness

• Lead enterprise readiness planning.
• Coordinate communications across impacted organizations.
• Ensure training, documentation, operational procedures, and business processes are prepared prior to implementation.
• Support successful organizational adoption and transition to future-state operations.

Qualifications and Education Requirements:

• Bachelor’s degree preferred.
• PMP certification preferred.
• 10+ years of mortgage banking experience.
• 7+ years leading enterprise transformation or strategic programs.
• Deep knowledge of mortgage servicing operations.
• Prior experience leading large-scale mortgage servicing system conversions.
• Experience implementing servicing platforms or major enterprise technology transformations.
• Experience supporting executive leadership and Board-level governance.
• Experience leading enterprise PMO governance practices.
• Experience managing cross-functional enterprise programs exceeding $10M preferred.
• Demonstrated ability to lead highly visible enterprise programs through executive governance, influence without direct authority, resolve cross-functional conflicts, and successfully navigate competing priorities across Operations, Technology, Finance, Risk, and Executive Leadership.

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Skills, Abilities, and Knowledge:

• Extensive mortgage servicing industry expertise.
• Proven experience leading servicing platform conversions.
• Strong executive presence with the ability to influence senior leadership.
• Exceptional written and verbal communication skills.
• Experience presenting to C-suite executives and Steering Committees.
• Strong facilitation and conflict resolution skills.
• Ability to manage competing priorities across multiple organizations.
• Experience developing executive dashboards and governance reporting.
• Strong risk management and issue resolution capabilities.
• Experience managing enterprise dependencies and integrated program plans.
• Excellent negotiation and stakeholder management skills.
• Strong analytical and strategic thinking abilities.
• Demonstrated ability to lead through ambiguity and organizational change.
• Advanced Microsoft Office, PowerPoint, Excel, Project, Smartsheet, and collaboration tools.

Preferred Experience

Candidates should have demonstrated experience leading one or more of the following:

• Mortgage servicing platform conversions
• MSP conversions
• Black Knight / ICE servicing implementations
• Sagent implementations
• Valon implementations
• Loan servicing system modernization
• Enterprise servicing transformations
• Large-scale operational transformations
• Data conversion and migration programs
• Enterprise PMO governance
• Regulatory or operational readiness programs

Work Environment and Physical Requirements:

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.

A good faith estimate of the compensation is:

Compensation for this position may also include other elements, including medical, financial, various paid time off benefits, and a bonus based on individual and company performance, variable or annual.

Placement within the range will be based on a variety of factors, including but not limited to, skills, experience, qualifications, location, etc.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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