Product Operations Lead, Chief of Staff

Overview

The Product Operations Lead, Chief of Staff, is a high-impact individual contributor role embedded within the product organization. This is not a line operations or people management role. Instead, this position is designed for a highly capable operator who can drive execution, coordination, and follow-through across a complex servicing product environment.

This role serves as a force multiplier for the SVP of Product and the Head of Engineering, ensuring that cross-domain initiatives, vendor engagements, and leadership priorities are translated into action and delivered with speed and accountability. The Product Operations Lead, Chief of Staff, operates across all servicing domains, partnering closely with Principals, Product, Engineering, and external partners to drive operating cadence, execution visibility, and consistent follow-through across priorities.

This role does not own a specific servicing domain. Instead, it owns execution across domain execution mechanisms and leadership follow-through, particularly in areas that are ambiguous, cross-functional, or at risk of stalling. The Chief of Staff plays a critical role in ensuring alignment, improving decision visibility, removing friction, and driving outcomes across the organization. This role reports to the SVP, Head of Product, with a dotted-line alignment to the Head of Engineering to ensure strong coordination across Product and Engineering priorities.

This is a fully remote position that offers a competitive salary range of $134,000 to $165,000, plus an annual bonus. You'll also receive our excellent benefits package, which includes medical coverage starting on day one and a company-matched 401(k). Compensation may vary based on experience, location, and other job-related factors.


Responsibilities

Leadership Execution & Prioritization Support

• Partner closely with the SVP of Product and the Head of Engineering to translate strategic priorities into actionable workstreams.
• Drive follow-through on leadership directives, ensuring decisions are executed and not lost in cross-team handoffs.
• Ensure alignment across Product, Engineering, and domain Principals on key initiatives.

Cross-Domain Execution & Coordination

• Drive execution of initiatives that span multiple servicing domains, ensuring alignment, accountability, and forward progress.
• Identify blockers, gaps, and misalignments across teams; actively work to resolve them.
• Coordinate across Principals, Engineering, and supporting functions to ensure work progresses without unnecessary friction.
• Ensure that cross-domain dependencies are understood, managed, and resolved in a timely manner.

Vendor & Third-Party Coordination

• Participate in vendor and third-party meetings alongside Product and Engineering leadership.
• Track vendor deliverables, action items, and dependencies; ensure follow-through across internal and external stakeholders.
• Drive alignment between internal teams and vendors to support integration, delivery, and operational readiness.
• Escalate and resolve issues related to vendor performance, timelines, and integration challenges.

Execution of Ambiguous & High-Priority Work

• Own and drive initiatives that are not clearly defined or do not fall cleanly within a single domain.
• Lead ambiguous, high-priority initiatives that require structure, coordination, and executive follow-through, bringing clarity and momentum to problems that do not sit neatly within a single team or function.
• Break down complex problems into actionable steps and drive them through to completion.
• Ensure that high-priority workstreams maintain momentum and do not stall due to lack of ownership

Product & Engineering Alignment Support

• Participate in key Product and Engineering forums to maintain visibility into priorities, risks, and dependencies and strengthen operating rhythm across cross-functional workstreams.
• Identify areas where requirements, ownership, or decisions are unclear and push for resolution.
• Support Principals in refining requirements, documenting decisions, and ensuring clarity across teams.
• Help ensure that product intent is clearly translated into execution without gaps or misinterpretation.
• Partner with Engineering vendors to improve internal tooling, access management, and security practices in scalable, low-friction ways.
• Identify opportunities to streamline operations through automation and AI-enabled tools that improve efficienty and employee experience.

Operational Cadence & Execution Tracking

• Establish and maintain operating cadence and structured tracking of key initiatives, action items, risks, decisions, and dependencies across Product and Engineering priorities.
• Ensure that action items from key meetings are captured, assigned, and completed.
• Drive accountability across teams for commitments and deliverables.
• Partner with Program Management to ensure alignment between execution progress and formal delivery tracking.

Flexible Domain Contribution

• Support adjacent servicing domains as needed based on program priorities and evolving platform needs.
• Partner across domains to ensure alignment of workflows, data, and operational dependencies throughout the servicing lifecycle.
• Contribute to resolution of cross-domain issues, gaps, and edge cases to ensure cohesive end-to-end platform behavior.
• Apply servicing expertise to broader platform design decisions beyond primary area of ownership.

Interaction Model

• Partner with Program Management and IT Project Management, which owns delivery structure, timelines, and reporting, while this role reinforces execution discipline, follow-through and cross-functional alignment.
• Complement, but do not replace, Program Management/ Project Management by focusing on execution, alignment, decision visibility, and blocker resolution.
• Partner with domain Principals, who own domain-specific requirements, business rules, and product definition.
• Support Engineering and Principals by driving cross-domain coordination and follow-through, without assuming domain ownership.
• Note: This role does not own product requirements, domain-specific decisions, or delivery timelines, which remain the responsibility of domain Principals and Program Management.

Qualifications

• 5+ years of demonstrated experience in product operations, program management, chief of staff, consulting, or related roles supporting cross-functional execution in complex environments.
• Strong ability to operate in ambiguous environments and drive work to completion with limited direction.
• Demonstrated experience coordinating across cross-functional teams, including Product, Engineering, senior leadership and external partners.
• Excellent problem-solving and structured thinking skills, with the ability to break down complex issues into actionable steps.
• Strong communication and interpersonal skills, with the ability to influence without authority.
• Experience working with third-party vendors and managing cross-organizational dependencies.
• High level of ownership, accountability, and follow-through with experience establishing operating cadence, governance routines, or execution frameworks that improve organizational clarity and accountability.
• Experience in mortgage servicing, fintech, or regulated financial services environments preferred.
• Familiarity with servicing platforms, workflows, and cross-domain dependencies preferred.
• Strong technical literacy and comfort learning modern busienss systems and tools.
• Experience coordinating internal tooling, SaaS administration, onboarding/offboarding workflows, or operational process improvements is highly preferred.
• Interest in AI, automation, and modern technical best practices, wtih the ability to apply them pragmatically in a growing organization.

MSR Portfolio Services is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

#LI-Remote