AVP, Program Management

Overview

Lead planning, execution & delivery of Direct programs, managing governance, risk & benefits.

Key Responsibilities

• capacity management
• change management
• program governance
• schedule integration
• benefits realization
• portfolio tool

Tasks

-Oversee capacity and resource management, monitoring SME bandwidth and managing contractor surge capacity to support peak activity periods. -Partner with the Change Management team to align delivery timelines with change readiness, ensuring communication, training, and adoption plans for seamless implementation. -Serve as the strategic integrator across Technology, Operations, and Business functions, ensuring program priorities align with corporate objectives and deliver measurable business value. -Coordinate with Project Management teams to ensure deliverables are completed on schedule and meet defined quality standards. -Establish governance routines, including steering committee and program reviews (re-prioritizations), to communicate progress, surface risks, and drive decisions. -Build integrated project schedules, define milestones, identify and track interdependencies, and manage risks to ensure clear accountability and timely delivery. -Drive benefits realization by establishing baselines, measuring value delivered, and reporting outcomes to senior leadership. -Lead program planning, execution, and delivery of BAU and enterprise-level modernization initiatives. -Build a culture of transparency and accountability through clear reporting and well-structured dashboards highlighting program health, risks, and performance metrics. -Manage, mentor, and develop program management staff, providing guidance, performance feedback, and career growth opportunities. -Mature the Program Management operating model for Consumer Direct, including governance structure, portfolio cadence, templates, and KPI frameworks. -Collaborate with vendors and partners to ensure deliverables meet contract and quality standards, and are tied to program outcomes. -Partner cross-functionally with the Change Management team, ensuring business readiness and adoption milestones are fully integrated with delivery plans. -Manage and enhance the program portfolio management tool (OnePlan) to serve as the single source of truth for planning, resourcing, and tracking performance.

Requirements

• agile
• oneplan
• ms project
• smartsheet
• mba
• problem-solving

What You Bring

-Demonstrated ability to collaborate across technical and business teams, manage vendors, and translate strategic goals into executable workstreams. -7+ years of progressive experience in program or portfolio management, ideally within financial services; Mortgage industry experience required (Consumer Direct preferred). -Strong problem-solving, analytical, and decision-making skills; ability to balance competing priorities and navigate ambiguity. -Proven success in standing up or scaling a program management function and delivering large, cross-functional initiatives. -Bachelor’s degree in Business, Finance, or related field required; MBA or advanced degree preferred. -Deep expertise in project governance, risk management, capacity planning, and benefits realization, with experience managing programs using both Agile methodologies -Excellent written and verbal communication skills, including experience presenting to executive audiences. -Skilled in program and portfolio management tools (e.g., OnePlan, MS Project, Smartsheet, or similar PPM systems).

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About Lakeview Loan Servicing, Llc.

-Founded in Delaware in 2010, began by acquiring mortgage servicing rights across the U.S. -Quickly grew to become the nation’s largest mortgage loan servicer. -Owns servicing rights and partners with firms like LoanCare, M&T Bank, Flagstar, Mr. Cooper, and others to process payments and manage escrow. -Specializes in residential mortgages, including purchase, refinance, cash‑out, FHA and VA loans. -Offers a digital portal for homeowners to track equity, payments, statements, and access personalized home‑buying resources. -Also originates new loans, often helping customers lower payments, consolidate debt, or access home equity. -Unusual for its rapid rise, combines servicing rights acquisition with direct origination and a rewards-driven customer approach.

Sector Specialisms