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Director, Delivery, Adoption & Change

April 30, 2026

Overview The Director, Delivery, Adoption & Change serves as the leader responsible for translating servicing product capabilities into successful internal and customer-facing outcomes. This role ensures that product and platform changes are not only delivered, but effectively operationalized, adopted, and sustained across a complex, regulated, and evolving servicing environment. This role operates as a critical bridge across Product, Engineering, Program Delivery, UAT, and customer stakeholders, ensuring alignment from product development through implementation and sustained adoption. The Director is accountable for defining and scaling a repeatable delivery and adoption model that connects product roadmap, release execution, and customer readiness. This role owns the change management and communication strategies required to support successful delivery and adoption, ensuring stakeholders are informed, prepared, and aligned to successfully adopt changes. Responsibilities <h2>Delivery & Adoption Strategy</h2><ul style="margin-top: 0in;"><li>Define and lead the overall delivery and adoption strategy across the servicing product platform.</li><li>Establish a scalable operating model for delivery and change, including standardized readiness frameworks, communication approaches, and implementation playbooks.</li><li>Ensure alignment between product roadmap, release execution, and customer adoption strategies.</li><li>Continuously evolve delivery approaches to support increasing platform complexity, scale, and customer needs.</li><li>Own delivery and adoption outcomes across servicing product releases, ensuring successful rollout, readiness, and sustained adoption.</li><li>Define implementation governance, milestones, and delivery checkpoints to ensure consistency and predictability across deployments.</li></ul><h2>Change Management & Communication</h2><ul style="margin-top: 0in;"><li>Define and lead change management strategies that support the successful adoption of servicing platform capabilities.</li><li>Develop and execute stakeholder communication plans across internal teams and customer environments, ensuring clarity on changes, impacts, and timelines.</li><li>Ensure communication, training, and go-live messaging are aligned and reinforce adoption.</li><li>Partner with Product, Engineering, and Delivery teams to translate technical changes into clear, actionable messaging for business stakeholders.</li><li>Identify change impacts across people, process, and technology, and ensure mitigation strategies are incorporated into delivery and rollout plans.</li><li>Ensure change management, communication, and adoption strategies are embedded into delivery planning, not treated as downstream activities.</li></ul><h2>Release Strategy & Execution Alignment</h2><ul style="margin-top: 0in;"><li>Define and align release strategy across internal teams and customer environments, ensuring coordinated readiness and execution.</li><li>Translate product roadmap and engineering releases into structured rollout plans and customer delivery strategies.</li><li>Align go-live sequencing, communication timing, and operational readiness to support smooth deployment.</li><li>Partner with Program Management and Product Operations to ensure delivery execution aligns with timelines and priorities.</li></ul><h2>Adoption Planning & Readiness</h2><ul style="margin-top: 0in;"><li>Lead adoption planning efforts across servicing domains and customer environments.</li><li>Partner with customers to assess change readiness across people, process, and technology, and guide transformation plans to support successful platform adoption.</li><li>Define and track readiness metrics across internal teams and customer environments, identifying risks and gaps prior to release.</li><li>Ensure readiness approaches align with operational workflows, system dependencies, and cross-domain impacts.</li></ul><h2>Stakeholder Communication & Alignment </h2><ul style="margin-top: 0in;"><li>Ensure consistent, clear, and timely communication of product changes, release impacts, and operational expectations.</li><li>Align communication across Product, Engineering, Program Delivery, and customer stakeholders to ensure shared understanding of timelines and impacts.</li><li>Serve as the connective layer across functions, ensuring alignment from build through adoption.</li></ul><h2>Training, Enablement, & Go-Live Coordination</h2><ul style="margin-top: 0in;"><li>Align training strategies with product changes and operational requirements.</li><li>Ensure training, communication, and go-live messaging are coordinated and reinforce adoption.</li><li>Partner with Product, Operations, and Training teams to develop effective enablement materials.</li><li>Ensure users are prepared to successfully adopt new functionality at the time of release.</li></ul><h2>Customer & Vendor Delivery Coordination</h2><ul style="margin-top: 0in;"><li>Partner with customers and third-party stakeholders to support rollout planning, readiness assessment, and adoption.</li><li>Drive alignment with vendors and external partners to ensure alignment on delivery timelines, dependencies, and readiness activities.</li><li>Ensure customer-specific considerations are incorporated into rollout and adoption strategies.</li></ul><h2>Cross-Functional Execution Leadership</h2><ul style="margin-top: 0in;"><li>Serve as the integration point across Product, Engineering, Program Delivery, UAT, and customer stakeholders.</li><li>Ensure alignment across internal teams and external partners from product development through implementation and adoption.</li><li>Support other Directors by ensuring delivery and adoption considerations are incorporated into planning and execution.</li></ul><h2>Continuous Improvement & Scaling</h2><ul style="margin-top: 0in;"><li>Capture learnings from initial deployments to refine delivery and adoption approaches.</li><li>Build a repeatable foundation for future client delivery through standardized processes and playbooks.</li><li>Identify gaps in adoption, communication, and readiness, and drive improvements to increase effectiveness and scalability.</li></ul> Qualifications <ul><li>10+ years of experience in delivery leadership, implementation, product operations, change management, or related roles within complex, cross-functional environments.</li><li>Proven experience leading SaaS implementations, platform rollouts, or large-scale transformation initiatives.</li><li>Strong ability to translate product roadmap and technical releases into executable delivery and adoption strategies.</li><li>Experience partnering with customers to drive readiness, transformation, and adoption across people, process, and technology.</li><li>Demonstrated experience aligning Product, Engineering, and customer stakeholders to support successful delivery and adoption outcomes.</li><li>Experience building and scaling delivery or professional services operating models, including frameworks, governance, and execution standards.</li><li>Strong communication and stakeholder management skills, with the ability to influence senior internal and external stakeholders.</li><li>Experience in mortgage servicing, financial services, or fintech environments strongly preferred.</li></ul> Certifications, Licenses, and/or Registration:<ul><li>Relevant certifications in change management or program delivery (e.g., Prosci, PMP) preferred but not required.</li></ul> MSR Portfolio Services is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law. #LI-Remote

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Common Interview Questions And Answers

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This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...