Manager, Portfolio Performance and Oversight

Local or 100% Remote

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Remote First Culture, Genuine Connection: Work from anywhere in the U.S., while staying closely connected through virtual collaboration, team gatherings, and a people-first culture.

About the role

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.

Your responsibilities

• Drive Servicer Partner Performance: Manage and monitor the day-to-day performance of external vendors responsible for HEI servicing, ensuring they meet or exceed key performance metrics.

• Enable Business Outcomes: Collaborate with internal stakeholders to align vendor performance with Point’s strategic objectives, ensuring that vendor contributions drive measurable business outcomes.

• Enhance Customer Experience: Ensure that subservicing partners deliver a personalized and effortless customer experience, addressing customer needs quickly and effectively while maintaining Point's commitment to quality.

• Monitor and Enforce Internal and External KPIs: 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).

• Vendor Relationship Management: Build and maintain strong relationships with external agencies to foster open communication, partnership, and alignment with Point’s goals.

• Performance Improvement Initiatives: Collaborate with vendors to identify areas for improvement, provide actionable feedback, and work together to implement solutions that enhance efficiency and borrower outcomes.

• Cross-Functional Collaboration: 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.

• Data-Driven Analysis: Utilize data and reporting tools to track vendor performance, identify trends, and make informed decisions that drive continual improvements in service delivery.

About you

• 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.

• 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).

• 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 Have:

• 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.

• Regulatory & Compliance Knowledge: Understanding of servicing regulations, including RESPA, TILA, FCRA, and CFPB servicing guidelines.

Our 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.

Compensation at Point will be determined by skills, experience, and geographic location. Point has identified the expected annual base salary for this role at this level based on the market by tiers (Region | Location | Market Salary):

• Tier 1 | San Francisco Bay Area, New York, and Seattle | $115,900 - $128,100

• Tier 2 | Chicago, Austin, Denver, Boston, Washington DC, San Diego, Portland, Sacramento, Philadelphia, Los Angeles & Santa Barbara | $105,450 - $116,550

• Tier 3 | All other US metro areas | $97,850 - $108,150

This does not include any other potential components of the compensation package, including equity, benefits, and perks outlined above. At the launch of each position, we benchmark compensation to the appropriate role and level utilizing competitive compensation data from various data sources as references. At the offer stage, we use the signal we received from our interviews, coupled with your experience, location, and other job-related factors, to determine final compensation.

Location Requirement: This is a remote position. However, candidates must reside in one of Point’s states of operation: AL, AZ, AR, CA, CO, CT, DC, FL, GA, IL, KS, KY, MA, MD, MI, MN, MO, NH, NV, NJ, NY, NC, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI.

Point is proud to be an equal-opportunity employer. We provide employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. Each individual at Point brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides better services to customers, and helps us all grow and learn.

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