Director of Product and Application Support

• Work remotely, handling all application support strategy and product optimization activities.

• Review core application platforms for completeness, performance, and compliance with technology and regulatory standards.

• Identify core system workflows, integrations, and APIs to ensure proper execution and technical documentation.

• Audit application performance metrics for accuracy, completeness, and compliance.

• Identify, track, and resolve system-level conditions, exceptions, and software deficiencies.

• Prepare and correct product documentation and system configurations as needed to ensure compliance with company and technology guidelines.

• Communicate with business stakeholders and third parties to resolve application support issues and obtain missing requirements.

• Liaise with Software Vendors, Development Teams, and IT Infrastructure Partners to ensure timely receipt of patches and feature deployments.

• Prepare and review technical documents such as Service Level Agreements (SLAs) and Product Roadmaps.

• Ensure timely delivery of complete and accurate product updates to the organization.

• Maintain accurate records by updating and maintaining documentation within the knowledge base and ticketing system.

• Strong understanding of Encompass architecture, vendor integration, APIs, custom development, AI.

• Ability to manage JIRA.

• Identify process improvement opportunities.

• Experience managing teams of BSA’s and System Administrators.

• Liaison between Operations and Technology to execute high level projects and business enhancements.

• Responsible for keeping initiatives on track, and balancing priorities to execute on key deliverables. 

• 2+ years of experience in product management, application support, or IT operations preferred.

• Wholesale mortgage lending experience required.

• Strong knowledge of application support processes, system architectures, integrations, and APIs.

• Experience auditing software applications and resolving product-level conditions or system deficiencies.

• Strong attention to detail and organizational skills with the ability to manage multiple deadlines.

• Excellent communication skills, both written and verbal, with the ability to collaborate across teams.

• Ability to work independently and in a team-oriented environment.

• Familiarity with enterprise software platforms (e.g., Salesforce, Encompass, or Jira) is preferred.

• Relevant technical or agile certification is a plus.