Manager, Portfolio Performance and Oversight

Point Digital Finance, Inc. • Palo Alto, CA

5d • $97,850 - $128,100 • Remote

About The Position

The Manager, Portfolio Performance and Oversight, is responsible for overseeing the operational performance, governance, and strategic management of servicing activities supporting Home Equity Investment (HEI) products and the team that manages them. This role leads internal portfolio performance while owning oversight of third-party subservicers and monitoring the performing portfolio to ensure operational excellence, regulatory compliance, and a high-quality customer experience. The position provides servicing performance management, operational reporting, and portfolio oversight along with leadership to servicing operations teams.
The Manager creates and manages servicing performance frameworks, monitors portfolio servicing health, and supports the management of subservicers to ensure alignment with contractual obligations, service level agreements, and regulatory standards. This role partners cross-functionally with Product, Capital Markets, Compliance, Risk, and Operations leadership to drive servicing strategy, portfolio insights, and operational scalability as the HEI portfolio grows.
This is a new role within the Servicing team at Point. A successful candidate will need an entrepreneurial mindset that can both outline strategic objectives and manage day-to-day execution and oversight of direct reports.

Requirements

• Bachelor’s degree in Business, Finance, Operations, or a related field, or equivalent practical experience.
• 5+ years of experience in vendor management, servicing, or default management including experience supporting in-house operations and/or partnering with third-party BPOs in mortgage servicing environments.
• Demonstrated experience managing vendor performance against defined KPIs, SLAs, and quality standards, with the ability to assess operational health and drive accountability. Direct experience setting KPIs.
• Hands-on experience supporting or conducting vendor onsite visits, operational audits, or compliance reviews.
• An entrepreneurial mindset that demonstrates true ownership of the role. A demonstrated bias for action and comfort with “over-communicating” to drive internal alignment and identify and socialize operational improvements. Ability to operate effectively in a fast-paced, evolving environment with competing priorities.
• Strong analytical skills, with comfort creating and interpreting dashboards and operational metrics (e.g., productivity, adherence, QA, roll rates, abandonment, customer outcomes) and translating insights into actionable recommendations. Experience building operational dashboards or reporting using business intelligence tools such as Sigma, Tableau, Looker, or Power BI.
• Strong written and verbal communication skills, with the ability to clearly communicate expectations, performance feedback, and risks to vendors and internal stakeholders.
• Willingness and ability to travel domestically and internationally for vendor onsite visits as needed (once a quarter).

Nice To Haves

• Experience with Home Equity Investment (HEI) products and servicing operations.
• Strong communication and interpersonal skills with the ability to manage cross-functional relationships.
• Experience supporting the launch, onboarding, or expansion of servicing operations, including first-party teams and/or third-party BPO partnerships, with involvement in early-stage performance stabilization and governance setup.
• Understanding of servicing regulations, including RESPA, TILA, FCRA, and CFPB servicing guidelines.

Responsibilities

• Manage and monitor the day-to-day performance of external vendors responsible for HEI servicing, ensuring they meet or exceed key performance metrics.
• Collaborate with internal stakeholders to align vendor performance with Point’s strategic objectives, ensuring that vendor contributions drive measurable business outcomes.
• Ensure that subservicing partners deliver a personalized and effortless customer experience, addressing customer needs quickly and effectively while maintaining Point's commitment to quality.
• Track internal servicing and vendor performance using established KPIs and scorecards, such as response times, remittance time frames, customer satisfaction scores, and compliance with service level agreements (SLAs).
• Build and maintain strong relationships with external agencies to foster open communication, partnership, and alignment with Point’s goals.
• Collaborate with vendors to identify areas for improvement, provide actionable feedback, and work together to implement solutions that enhance efficiency and borrower outcomes.
• Work closely with internal teams such as Operations, Legal,Investor Operations, and Lending Partnerships to align vendor performance with Point’s broader objectives and operational needs.
• Utilize data and reporting tools to track vendor performance, identify trends, and make informed decisions that drive continual improvements in service delivery.
• Demonstrated experience managing the work product and mentoring others to build internal redundancy and enhance team’s analytical capabilities (experience as a team lead or manager is required).

Benefits

• Generous health benefits: We provide comprehensive medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA).
• Unlimited paid time off: Recharge with unlimited paid time off and 10 company holidays.
• Flexible remote and onsite work: Our teams work from many different locations and time zones. We support fully remote work and also have an amazing in-person environment in our downtown Palo Alto, CA HQ.
• Fully paid parental leave: Point will supplement state Paid Family Leave (PFL) so employees receive 100% of their regular base pay, plus two additional weeks of fully paid leave after state PFL ends. In states without PFL, Point offers up to 8 weeks of paid parental leave. In addition, employees also receive 4 weeks of fully paid transition time, during which you may work 2–3 days per week while receiving full base pay.
• Equity: We offer meaningful equity because we believe in sharing the value you help create. Your contributions directly impact our growth, and your equity gives you a stake in our future success.
• Financial wellness: We provide 401K retirement plans for employees as well as guaranteed life insurance and short- and long-term disability coverage.
• Extra work/life benefits: We provide monthly stipends for internet, mobile plans, wellness perks, a one-time home office reimbursement, and company provided equipment including a MacBook and monitor.

What This Job Offers

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