Servicing Operations & Product, Chief of Staff

Overview

Mortgage servicing experience is required for this role. The Servicing Operations & Product, Chief of Staff is a strategic execution role responsible for helping drive the operational coordination, servicing expertise, and cross-functional execution required to support the modernization of a residential mortgage servicing platform. This role is ideal for a strong mortgage servicing operator who understands servicing workflows, operational dependencies, vendor ecosystems, and implementation execution, and who can help translate business and operational needs into coordinated action across Product, Engineering, servicing SMEs, and external partners. The individual will operate as a trusted partner to the SVP, Head of Product, helping drive high-priority initiatives, vendor evaluations, operational readiness efforts, servicing implementation coordination, and cross-domain execution activities across the servicing platform. This is a highly collaborative role requiring deep servicing operations knowledge, strong organizational and execution skills, and the ability to independently drive complex initiatives in a fast-paced transformation environment. 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

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.

Servicing Operations Support

• Partner with servicing domain leaders to evaluate operational workflows, identify gaps, and support future-state servicing process design.
• Assist in translating servicing operational needs and business processes into structured requirements and implementation activities.
• Support operational readiness planning across servicing functions, vendors, and implementation partners.
• Help identify operational risks, process dependencies, and servicing impacts associated with platform and implementation decisions.

Qualifications

• Experience in mortgage servicing, fintech, or regulated financial services environments is required.
• 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.
• 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. Apply tot his job Apply To this Job