Program Manager II

DescriptionA client with Kforce is seeking a Program Manager II to join their team in Mountain View, CA.

Duties Include:

* Maintaining an established set of Key Performance Indicators (KPIs) related to customer satisfaction, efficiency, and compliance, ensuring third-party operations consistently meet and exceed performance targets
* Presenting performance results, strategic roadmap updates, and operational risks providing clear, data-driven insights
* Coordinating and collaborating cross-functionally with a number of different internal teams (including Product, Engineering, Compliance, and Finance) to deliver end-to-end implementation of new products, tools, features, and system enhancements, monitoring performance and resolving issues
* Drive issue remediation:
Manage edge cases and escalations across loan products and servicing platforms holistically;
Solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues
* Support Loan Servicing Work streams including fraud claims, checks/wires research and application, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage and resolve escalated complaint cases
* Documenting Procedures:
You will work closely with our team to improve process documentation of servicing and collections policies and procedures
* Utilize servicing software and tools to track and document servicing activities, maintain accurate records and generate reports
* Respond to audit requests and manage corresponding controls within the team's risk framework
* Own servicing readiness for new product and feature launches, translating PRDs and design specs into SOPs, FAQs, agent talking points and training, and securing partner approvals before go-live Requirements
* 5-7+ years of experience in fintech with a focus on loan servicing and project/program management
* Ability to navigate between the big picture and execution details simultaneously
* Track record of taking extreme ownership in driving to decisions and outcomes
* Experience with leading change across a large organization, including acting as a catalyst to accelerate outcomes
* Outstanding empathy and understanding of the customer and their finances
* Ability to work in a fast paced and quickly changing environment
* Strong communication skills with the ability to simply lay out the conclusions and reasons for each decision
* Analytical mindset, strong Excel skills necessary; SQL experience is nice to have

Job Type Contract Compensation
51 - $61