Associate Director, Servicing Implementation & Oversight

Associate Director, Servicing Implementation Oversight & Readiness

The Associate Director, Servicing Implementation Oversight & Readiness role is responsible for overseeing servicing implementation readiness, execution governance, and operational execution activities supporting the deployment of technology, including a servicing platform. This role ensures accountable delivery teams execute against approved implementation and readiness requirements.

This role serves as the primary implementation oversight liaison between our technology and servicing partners, ensuring implementation activities remain aligned to program objectives, readiness requirements, delivery timelines, operational dependencies, and go-live expectations. The Associate Director is responsible for establishing visibility, accountability, and governance across implementation workstreams ensuring accountable teams execute against implementation milestones, readiness checkpoints, and operational commitments.

Acting as a strategic bridge between business, operations, technology, product, program management, and servicing stakeholders, this role ensures implementation activities are effectively coordinated, monitored, and escalated from planning through production readiness. The individual will work closely with internal leadership and external servicing partners to identify risks, remove obstacles, facilitate decision-making, and maintain alignment across complex implementation efforts.

The ideal candidate combines deep mortgage servicing expertise with implementation leadership experience, strong stakeholder management capabilities, and a demonstrated ability to coordinate large-scale servicing technology deployments, operational transformations, or platform migrations.

This is a highly collaborative oversight, governance, and execution-focused position supporting servicing transformation, operational modernization, and evolving implementation initiatives in a fast-paced environment.

This is a fully remote position that offers a competitive salary range of $145,000 to $180,000 USD, 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

Implementation & Program Coordination

• Oversee coordination of servicing-related implementation and operational initiatives across business, operations, technology, and vendor stakeholders.
• Maintain visibility into active workstreams, dependencies, risks, open items, and key decisions impacting initiative execution.
• Drive accountability and follow-through by tracking action items, deliverables, milestones, and escalation points.
• Partner closely with operational, product, implementation, and technology teams to ensure alignment across initiatives and priorities.
• Organize implementation activities, working sessions, governance meetings, and status reporting.
• Identify execution gaps, communication breakdowns, risks, or dependency concerns and elevate appropriately.
• Partner with program management leadership to support coordination, execution tracking, implementation readiness, and cross-functional follow-through across strategic initiatives.
• Provide operational and coordination support for evolving program needs, special projects, leadership priorities, and implementation activities as initiatives mature and expand.
• Coordinate preparation of governance materials, implementation updates, leadership reporting, meeting coordination, and follow-up activities as needed to support overall program execution.

Implementation Governance & Readiness

• Serve as the primary implementation coordination lead between the technology teams and servicing partners, ensuring implementation activities remain aligned with agreed-upon delivery objectives, milestones, and readiness expectations.
• Oversee and coordinate implementation governance activities, readiness checkpoints, implementation scorecards, risk reviews, and escalation processes established by program leadership.
• Monitor implementation progress against the Implementation & Readiness Framework, ensuring accountable teams remain responsible for deliverables, commitments, and timelines.
• Confirm accountable teams complete required readiness evidence, artifacts, decisions, and approvals before key reviews.
• Coordinate implementation readiness assessments across operational, business, technology, compliance, training, and support functions.
• Identify implementation risks, execution gaps, decision bottlenecks, and dependency concerns and facilitate resolution through appropriate governance channels.
• Coordinate implementation milestone reviews, go-live readiness evaluations, and executive status reporting.
• Maintain visibility into overall implementation health, including scope, timeline, readiness, dependency management, and issue resolution.
• Lead preparation and coordination of implementation reviews, readiness assessments, and executive reporting activities.
• Monitor and track partner progress against implementation readiness plans, ensuring required activities, deliverables, decisions, and milestones are completed in support of deployment objectives.
• Maintain visibility into readiness status across business, operational, technology, training, and support workstreams and escalate concerns that may impact implementation timelines or deployment readiness.

Servicing Partner Delivery Coordination

• Serve as the primary implementation coordination point of contact for servicing partners and external stakeholders.
• Coordinate implementation planning, readiness reviews, dependency management, issue resolution, and milestone tracking across partner organizations.
• Ensure servicing partners understand implementation requirements, operational expectations, readiness obligations, and delivery commitments.
• Facilitate resolution of cross-organizational issues impacting implementation timelines, readiness, or deployment activities.
• Provide executive visibility into implementation progress, risks, readiness concerns, and required decisions.
• Facilitate alignment across servicing partners, leadership, product teams, and program stakeholders throughout implementation lifecycles.

Operational & Strategic Support

• Serve as a central oversight and coordination point for servicing operational and implementation activities.
• Monitor efforts focused on improving and modernizing servicing processes through the use of existing and emerging technologies.
• Synthesize information across multiple stakeholders into clear summaries, status updates, and executive-ready materials.
• Ensure development and maintenance of implementation artifacts, issue logs, dependency tracking, governance documentation, and operational materials.
• Oversee prioritization and coordination of servicing-related requests, operational needs, and cross-functional follow-up items.
• Maintain transparency into initiative progress, operational readiness, and implementation activities.
• Coordinate additional strategic, operational, and implementation-related initiatives and responsibilities as needed in a dynamic and evolving environment.

Stakeholder Management & Communication

• Build strong working relationships across servicing operations, technology teams, vendors, and business stakeholders.
• Facilitate collaboration between operational and technical teams to support successful initiative execution.
• Ensure meetings, discussions, and decisions result in clear ownership, accountability, and actionable next steps.
• Coordinate escalation management and coordination of issue resolution activities.

Qualifications

• 7+ years overseeing, coordinating, or leading residential mortgage servicing implementations, platform conversions, servicing transfers, technology deployments, or operational transformation initiatives.
• Demonstrated experience coordinating large-scale cross-functional implementation programs involving business, operations, technology, and third-party stakeholders.
• Strong understanding of mortgage servicing operational domains and servicing lifecycle processes.
• Experience developing implementation governance structures, readiness frameworks, executive reporting, and delivery oversight processes.
• Proven ability to influence stakeholders and drive accountability across organizations without direct reporting authority.
• Strong executive communication, presentation, facilitation, and stakeholder management skills.
• Experience supporting servicing platform implementations, servicing system conversions, or major operational modernization initiatives.

Preferred Experience

• Experience working directly with mortgage servicing system implementations, servicing transfers, system conversions, platform modernization efforts, or fintech servicing platforms.
• Experience partnering with subservicers, servicing partners, investors, or external implementation teams.
• Experience overseeing implementation readiness, operational readiness, deployment planning, and go-live coordination activities.
• PMP, PgMP, PMI-ACP, or equivalent program delivery certification preferred.

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.

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