• Provide leadership and oversight across all core servicing functions, including: - Payments & escrow - Customer service - Collections - Default management - Repossession - Tax & insurance • Drive operational excellence while maintaining a fair, respectful, and customer-first servicing experience. • Serve as a senior escalation point for complex servicing issues, ensuring timely and thoughtful resolution. • Ensure servicing operations scale effectively while maintaining quality, compliance, and borrower trust. • Act as a key partner to the VP of Servicing, supporting strategy, prioritization, and execution. • Own initiatives end-to-end, exercising sound judgment and full accountability for outcomes. • Step in to lead servicing priorities as needed to support the VP of Servicing and broader organizational goals. • Partner closely with Product, Engineering, and Data teams to design, build, and refine servicing workflows and systems. • Develop servicing-specific reporting, dashboards, and performance insights. • Identify and implement opportunities for automation, efficiency, and scalability. • Play an active role in ongoing servicing build-out as processes evolve with the business. • Translate operational needs into clear, actionable technical requirements. • Lead change management efforts tied to new tools, workflows, and systems, ensuring teams are trained, supported, and aligned. • Support hiring, onboarding, development, and performance management. • Help shape servicing team structure, roles, and responsibilities as Zippy continues to scale. • Work closely with risk and capital markets functions to ensure operational execution is in line with expected loan level performance. • Own the development and maintenance of servicing policies, procedures, and documentation to ensure consistency, scalability, and compliance. • Ensure servicing operations comply with applicable regulations, including FDCPA, Fair Debt Collection laws, UDAP, and FCRA. • Proactively identify operational, regulatory, and reputational risks, partnering with leadership to mitigate issues before they escalate. • Collaborate closely with Legal, Compliance, Risk, and Finance teams across the loan lifecycle. • Use data and reporting to identify trends, risks, and performance opportunities within servicing. • Drive continuous improvement through insights, feedback loops, and iteration.