Change Manager

Phoenix Oversight Group LLC • Arlington, VA

6d • Remote

About The Position

The Change Manager – Mortgage Servicing leads and executes organizational change initiatives that support mortgage servicing technology, process, and operational transformations. This role partners closely with servicing leadership, technology teams, and project managers to ensure changes are successfully adopted, embedded, and sustained across the organization.
The Change Manager brings deep expertise in mortgage servicing operations and systems, combined with hands-on project management experience. They assess change impacts, develop and execute change strategies, manage stakeholder communications, and drive adoption for complex initiatives. Success in this role requires strong leadership, structured execution, and the ability to operate effectively in fast-paced, highly regulated environments.

Requirements

• Bachelor’s degree and 5+ years of relevant experience in Change Management, with a focus on mortgage servicing
• Strong knowledge of mortgage servicing operations, systems, and regulatory considerations
• Demonstrated experience supporting technology and process transformations within servicing organizations
• Hands-on project management experience, including planning, execution, and coordination across teams
• Excellent written and verbal communication skills
• Strong analytical, problem-solving, and organizational skills
• Ability to manage multiple priorities and adapt quickly to changing circumstances
• Demonstrated leadership in ambiguous or evolving environments
• Ability to influence without direct authority and drive alignment across stakeholders

Nice To Haves

• Experience working with mortgage servicing platforms (e.g., MSP, Black Knight, ICE, Sagent, LoanSphere, or similar)
• Experience supporting large-scale servicing transformations, migrations, or regulatory-driven initiatives
• Familiarity with change management frameworks (e.g., Prosci, ADKAR, or similar)
• Experience using project management tools such as JIRA, Confluence, Smartsheet, or Microsoft Project
• Consulting or professional services experience supporting mortgage servicing clients

Responsibilities

• Lead change management activities for mortgage servicing technology, process, and operational initiatives
• Assess organizational readiness and change impacts across servicing functions (e.g., payments, escrow, loss mitigation, default, customer service)
• Develop and execute comprehensive change management plans, including stakeholder engagement, communications, training, and adoption strategies
• Partner with project managers to align change activities with project plans, milestones, and delivery timelines
• Actively manage stakeholder relationships at multiple levels, including business, operations, and technology teams
• Develop and deliver clear, targeted communications to support awareness, understanding, and adoption of change
• Identify risks and resistance points and implement mitigation strategies
• Support training strategy development and ensure training aligns with new processes and systems
• Track adoption, readiness, and effectiveness metrics and adjust strategies as needed
• Serve as a trusted advisor to clients and delivery teams throughout the change lifecycle
• Contribute to continuous improvement of change management and project delivery practices

What This Job Offers

• Job Type: Full-time
• Career Level: Manager