Director of Servicing

Zippy•Dallas, TX

1d•Remote

About The Position

Zippy was founded with one mission: to make getting a loan for a manufactured home simple, fast, and fully online. We believe modern manufactured homes are affordable, well-built, eco-friendly, and stylish, but finding a lender who understands this market can be challenging. That’s why Zippy focuses exclusively on manufactured home loans, offering a seamless, digital experience. Headquartered in Dallas, TX, with an office in Tempe, AZ, Zippy provides home loans and insurance to manufactured home buyers throughout the United States. Our remote-first team is spread across cities like Dallas, Houston, Knoxville, Omaha, Philadelphia, Phoenix, and several other states and cities. Backed by institutional investors, we offer competitive pay, stock options, and excellent benefits. At Zippy, we pride ourselves on our commitment to finance happiness through the power of home. We are dedicated to enhancing consumers' financial outcomes and tackling the affordable housing crisis through cutting-edge technology and innovative solutions. The Role The Director of Servicing is a senior operational leader responsible for overseeing and evolving Zippy’s end-to-end servicing function. This role blends deep, hands-on servicing expertise with strong technical fluency and a builder’s mindset. You will partner closely with Product, Engineering, and Data to design, scale, and continuously improve servicing operations as the business grows. This role serves as the right hand to the VP of Servicing, acting as a trusted thought partner and execution lead. You will help translate strategy into action, own critical initiatives, and step in as a decision-maker to keep servicing moving forward. This is not a purely managerial role - it is a hands-on leadership position for someone who enjoys building, operating, and improving systems and teams.

Requirements

10+ years of experience across loan servicing, with exposure to all major servicing functions
Strong understanding of mortgage servicing; chattel loan experience strongly preferred
Proven experience building and scaling servicing operations in partnership with technology teams
High technical aptitude with the ability to understand systems, workflows, and reporting
Experience leading and developing teams in a growing organization
Strong decision-making ability, ownership mindset, and comfort operating in ambiguity
Working knowledge of FDCPA, Fair Debt Collection laws, UDAP, and FCRA
Based in or willing to work from the Phoenix area

Responsibilities

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
Provide leadership and oversight across multiple servicing teams, with scope informed by business needs and individual strengths
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
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

Benefits

Competitive Compensation: We offer a competitive salary with the potential for annual bonuses and variable pay, depending on your skills and experience.
Equity for All: As a part of our commitment to shared success, all employees receive equity in the company, allowing you to share in the growth and achievements of Zippy.
Remote Work: Enjoy the flexibility of working from home in a dynamic, remote-first environment.
Comprehensive Health Coverage: We provide medical, dental, and vision insurance, along with company-subsidized benefits like STD, LTD, and life insurance for you and your family.
Flexible Spending Accounts: Take advantage of medical & dependent care FSAs to help manage your expenses.
Training & Licensing Support: We invest in your professional growth with resources for training and licensing.
Paid Time Off: We offer generous PTO—and we encourage you to use it!
Wellbeing Programs: Access a variety of wellbeing resources, including Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through our Sequoia Wellbeing Programs.
Parental Leave: We provide paid parental leave to support you and your growing family.
No Meeting Wednesdays: Enjoy a mid-week break from meetings to focus and recharge.
Vibrant Slack Community: Engage with colleagues in our lively remote Slack community, featuring fun channels that connect people around shared interests like travel, pets, sports, food, and more.
Career Growth: We believe in promoting from within, offering you opportunities to grow your career with us.