Senior Loan Servicing Program Manager

To support the Capital Servicing team, the full-time Senior Loan Servicing Program Manager will manage operational infrastructure, ensure compliance with policies, and enhance customer experiences in a remote setting. Key responsibilities Maintain Key Performance Indicators (KPIs) related to customer satisfaction and compliance, ensuring third-party operations meet performance targets Coordinate cross-functionally to implement new products and resolve issues, while documenting procedures and responding to audit requests Deliver training for new hires and ongoing upskilling, acting as the escalation point for frontline agents and vendor leads Required qualifications 5-7 years of experience in fintech, specifically in loan servicing and project/program management Proven ability to lead change across large organizations Strong analytical skills with proficiency in Excel; SQL experience is preferred Experience with CRM tools such as Salesforce or Zendesk Ability to work in a fast-paced, changing environment while maintaining a customer-centric approach