Director, Servicing Enablement at GoodLeap – Portland, Oregon

The Director, Servicing Enablement, is responsible for leading the execution and integration of servicing strategies across all GoodLeap products, including Loans, TPO, and future product launches. This role ensures that Servicing is operationally prepared, technically aligned, and scalable across internal teams and third-party sub-servicers. This role serves as the execution authority for servicing-related product updates, business changes, system enhancements, and new product implementations. The Director must have a deep understanding of servicing processes, system architecture, sub-servicer models, and regulatory requirements in order to translate business objectives into executable servicing solutions. This role functions as the connective layer between Product, Technology, Compliance, Capital Markets, Core Operations, and sub-servicers to ensure seamless delivery of servicing capabilities across the enterprise.

• Lead servicing readiness and execution for all new products introduced to the servicing platform.
• Develop deep expertise in GoodLeap servicing processes, system configurations, and sub-servicer integrations.
• Serve as executive servicing lead for cross-product initiatives.
• Ensure servicing design aligns with product intent, regulatory requirements, and operational scalability.
• Provide formal servicing sign-off prior to product or system deployment.

• Own the intake, prioritization, and execution of servicing -related business requests and enhancements.
• Direct implantation of product updates, policy and pricing changes, or structural modifications impacting servicing.
• Ensure structured impact assessments, documentation, testing and deployment validation.
• Maintain enterprise servicing change in governance framework and documentation repository.
• Oversee post-implementation validations to ensure operation and system integrity.

• Lead complex, cross-functional initiatives involving Product, Engineering, Compliance, Risk, and Operations.
• Establish clear RACI structures for servicing execution across internal teams and sub-servicers.
• Ensure alignment on timelines, dependencies, and deliverables.
• Present program updates to executive leadership, including risks and mitigation strategies.
• Drive accountability across stakeholders for timely and accurate execution.

• Ensure sub-servicers are operationally prepared to support product updates and servicing enhancements.
• Direct execution requirements to vendors related to system updates, workflow changes, and process modifications.
• Oversee implementation planning and readiness validation with servicing partners.
• Ensure vendor integrations align with GoodLeap servicing architecture and data requirements.

• Maintain comprehensive documentation of servicing process maps, system flows, and integration points.
• Identify scalability risks and design structural process improvements.
• Standardize servicing frameworks across product lines to reduce complexity and fragmentation.
• Partner with Core Servicing Operations leadership to ensure seamless transition from enablement to execution.

• Minimum of 10+ years of experience in project and operational management, preferably within financial services, loan servicing, or a similar industry.
• Deep understanding of servicing lifecycle processes, system configurations, and sub-servicer operating models.
• Proven ability to manage multiple complex projects simultaneously, with a track record of delivering on time
• Strong understanding of loan servicing processes, including billing, collections, and regulatory compliance.
• Excellent verbal and written communication skills, with the ability to clearly convey project goals, expectations, and progress to stakeholders at all levels.
• Strong interpersonal skills, with the ability to build and maintain relationships with internal teams, senior leaders, vendors, and sub-servicers.
• Advanced proficiency with computer functions with MS office suite strongly preferred
• Demonstrated leadership abilities, with experience in guiding cross-functional teams and managing stakeholder expectations.
• Ability to motivate teams and drive collaboration in a fast-paced environment.
• Ability to adapt to changing priorities and work under pressure to meet tight deadlines.
• Flexibility to manage projects that span different time zones and involve international stakeholders.
• Ability to translate strategic objectives into operational execution plans.
• Strong documentation and process design skills.