Principal, General Servicing

Principal, General Servicing

The Principal, General Servicing is a senior individual contributor role embedded within the product organization. This is not a line operations or people management role. Instead, this position is designed for a deeply experienced servicing subject matter expert who understands, in detail, how shared servicing infrastructure enables consistent execution across borrower communications, vendor interactions, and cross-domain workflows, and can translate that expertise into scalable product capabilities.

This role is responsible for defining, governing, and continuously improving shared servicing capabilities that support borrower communications, third-party integrations, and event-driven workflow orchestration across the servicing lifecycle. The Principal, General Servicing combines operational expertise with product and process leadership to ensure consistent, compliant, and auditable servicing execution across all domains.

Reporting to the Director of Servicing Product, this role operates within the broader servicing product structure and brings shared-services domain expertise into requirements definition, workflow validation, testing support, and implementation discussions to ensure that platform functionality accurately reflects real-world servicing operations, regulatory expectations, and vendor dependencies. The Principal plays a critical role in validating that execution frameworks, workflows, and edge cases are intentionally designed, explicitly defined, and not implicitly assumed.

This is a fully remote position that offers a competitive salary range of $128,000 to $145,000, 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.

• Ensure product design reflects real servicing execution frameworks, including borrower communications, vendor integrations, and cross-domain workflows.
• Translate shared servicing processes into clear product requirements, business rules, controls, and system logic.
• Ensure centralized servicing workflows operate with appropriate controls, traceability, and auditability.

• Define and validate end-to-end (E2E) workflows across communication execution, vendor orchestration, and event-driven servicing processes.
• Document workflows across happy paths and edge cases, ensuring intentional handling of exceptions, failures, and cross-domain interactions.
• Validate completeness and consistency of rules, logic, and dependencies across upstream and downstream systems.

• Translate domain expertise into product requirements, business rules, and system logic, and advise Product and Engineering on the operational implications of design and prioritization decisions.
• Ensure requirements are sufficiently detailed and unambiguous to support scalable, repeatable system behavior.
• Evaluate trade-offs across compliance, scalability, operational complexity, and speed to market.
• Surface risks early, particularly related to communication failures, vendor dependencies, regulatory exposure, and audit gaps.

• Partner closely with engineering teams to refine requirements, clarify logic, and support implementation.
• Support backlog refinement and design discussions by clarifying business rules, validating workflows, and advising on operational impacts.

• Contribute to the development of known-answer and scenario-based test cases for communication execution, vendor workflows, and event orchestration.
• Validate system behavior and outputs against expected regulatory, operational, and audit outcomes.
• Support UAT execution, defect triage, regression testing, and release readiness validation.
• Partner with QA and engineering to design and implement an automated test suite informed by general servicing domain logic.

• Establish control frameworks for centralized servicing execution, including communication delivery, vendor interactions, and workflow orchestration, with appropriate audit evidence standards.
• Define requirements for borrower communication execution across channels (mail, email, SMS), including triggering logic, template rendering, delivery orchestration, and tracking.
• Ensure a centralized, consistent framework for how communications are generated, delivered, logged, and tracked across all servicing domains.
• Partner with domain Principals who define communication content and triggering events; ensure standardized execution, delivery, and auditability within the platform.
• Define template management requirements, including version control, activation, deprecation, and linkage to triggering logic, without ownership of content definition.
• Establish…