Zippy was founded with one mission: to make getting a loan for a manufactured home simple, fast, and fully online. We believe modern manufactured homes are affordable, well-built, eco-friendly, and stylish, but finding a lender who understands this market can be challenging. That’s why Zippy focuses exclusively on manufactured home loans, offering a seamless, digital experience.

Headquartered in Dallas, TX, with an office in Tempe, AZ, Zippy provides home loans and insurance to manufactured home buyers throughout the United States. Our remote-first team is spread across cities like Dallas, Houston, Knoxville, Omaha, Philadelphia, Phoenix, and several other states and cities. Backed by institutional investors, we offer competitive pay, stock options, and excellent benefits. At Zippy, we pride ourselves on our commitment to finance happiness through the power of home. We are dedicated to enhancing consumers' financial outcomes and tackling the affordable housing crisis through cutting-edge technology and innovative solutions.

The Role

The Director of Servicing is a senior operational leader responsible for overseeing and evolving Zippy’s end-to-end servicing function. This role blends deep, hands-on servicing expertise with strong technical fluency and a builder’s mindset. You will partner closely with Product, Engineering, and Data to design, scale, and continuously improve servicing operations as the business grows.

This role serves as the right hand to the VP of Servicing, acting as a trusted thought partner and execution lead. You will help translate strategy into action, own critical initiatives, and step in as a decision-maker to keep servicing moving forward. This is not a purely managerial role - it is a hands-on leadership position for someone who enjoys building, operating, and improving systems and teams.

What You’ll Do

Servicing Operations & Leadership

• Provide leadership and oversight across all core servicing functions, including:

  • Payments & escrow

  • Customer service

  • Collections

  • Default management

  • Repossession

  • Tax & insurance

You will:

• Drive operational excellence while maintaining a fair, respectful, and customer-first servicing experience

• Serve as a senior escalation point for complex servicing issues, ensuring timely and thoughtful resolution

• Ensure servicing operations scale effectively while maintaining quality, compliance, and borrower trust

Strategic Partnership & Execution

• Act as a key partner to the VP of Servicing, supporting strategy, prioritization, and execution

• Own initiatives end-to-end, exercising sound judgment and full accountability for outcomes

• Step in to lead servicing priorities as needed to support the VP of Servicing and broader organizational goals

Process, Technology & Build-Out

Partner closely with Product, Engineering, and Data teams to:

• Design, build, and refine servicing workflows and systems

• Develop servicing-specific reporting, dashboards, and performance insights

• Identify and implement opportunities for automation, efficiency, and scalability

You will:

• Play an active role in ongoing servicing build-out as processes evolve with the business

• Translate operational needs into clear, actionable technical requirements

• Lead change management efforts tied to new tools, workflows, and systems, ensuring teams are trained, supported, and aligned

Team Oversight & Development

• Provide leadership and oversight across multiple servicing teams, with scope informed by business needs and individual strengths

• Support hiring, onboarding, development, and performance management

• Help shape servicing team structure, roles, and responsibilities as Zippy continues to scale

• Work closely with risk and capital markets functions to ensure operational execution is in line with expected loan level performance

Documentation, Risk & Compliance

• Own the development and maintenance of servicing policies, procedures, and documentation to ensure consistency, scalability, and compliance

• Ensure servicing operations comply with applicable regulations, including:

  • FDCPA

  • Fair Debt Collection laws

  • UDAP

  • FCRA

• Proactively identify operational, regulatory, and reputational risks, partnering with leadership to mitigate issues before they escalate