Solutions Delivery Manager

Job Title: Solutions Delivery Manager

Location: Remote
Department: Mortgage Connect Document Solutions
Reports To: Vice President Solutions Delivery
Company: Mortgage Connect LP

Position Summary

The Implementation Manager plays a critical role in ensuring seamless onboarding of new clients and the successful rollout of new services and technologies to existing accounts. You will lead cross-functional project teams work directly with financial institutions lenders servicers and internal stakeholders to customize and launch Mortgage Connects suite of products and services. The Implementation Manager ensures all milestones compliance checkpoints and client expectations are met or exceeded during the implementation lifecycle.

Key Responsibilities

Client Onboarding & Management

• Serve as the primary point of contact for client onboarding and implementation projects.
• Conduct kick-off meetings gather business requirements and translate client needs into actionable project plans.
• Maintain frequent communication with clients to ensure transparency and alignment.

Document Management & Customization

• Lead the strategic review and analysis of the clients document library and associated client data including disclosures letters borrower communications and other system-generated outputs to identify customization needs and optimization opportunities.
• Guide clients through the end-to-end process of digitally assembling document packages using Mortgage Connects document generation tools ensuring that all necessary logic formatting and regulatory requirements are considered.
• Collaborate proactively with Compliance Legal and Product teams to recommend and implement updates to templates dynamic fields and conditional logic based on regulatory requirements client workflows and operational best practices.
• Oversee the mapping of client data into document templates ensuring precision consistency and operational efficiency throughout all digital document generation processes.
• Own the document customization lifecycle by coordinating testing validation and approval processes and ensure all customized document solutions are thoroughly vetted before full-scale implementation.

Report Management

• Review Mortgage Connects standard reporting suite and strategically guide clients toward adopting standard reports whenever possible to ensure consistency efficiency and ease of ongoing support.
• Analyze and gather client-specific reporting requirements when custom solutions are necessary ensuring a full understanding of operational compliance and leadership reporting needs.
• Collaborate with internal reporting IT and operational teams to scope develop test and deliver custom reports that meet client expectations while aligning with Mortgage Connects system capabilities and best practices.
• Manage client communications related to reporting timelines limitations and enhancements setting clear expectations and driving toward successful delivery.

Project Management

• Work closely with the Sr. Project Manager to coordinate and execute client implementation projects ensuring alignment on timelines scope and priorities.
• Support the development and maintenance of detailed project plans schedules and resource allocations.
• Collaborate on identifying project risks dependencies and escalation points and assist in crafting mitigation strategies.
• Assist in facilitating regular project status meetings with both internal teams and clients.
• Ensure all tasks are executed according to project requirements compliance standards and client expectations under the guidance of the Sr. Project Manager.

Process Development & Customization

• Customize workflows forms and technology platforms (including title appraisal settlement post-closing or default products) to meet client-specific requirements.
• Ensure alignment with compliance and regulatory standards such as TRID RESPA CFPB guidelines etc.
• Recommend and implement process improvements based on client needs and industry best practices.

Technology Integration & Testing

• Facilitate API integrations and data mapping between Mortgage Connect platforms and client systems including LOS (Loan Origination Systems) and proprietary technologies.
• Partner with the Sr. Project Manager and client teams to oversee UAT (User Acceptance Testing) and QA testing ensuring solutions meet functional technical and compliance standards prior to go-live.
• Actively participate in joint UAT efforts with clients including preparing test cases triggering transactions assisting in troubleshooting and validating results.
• Document track and report UAT findings including any defects or variances and work with internal IT Product and Operations teams to drive timely resolution and retesting.
• Provide guidance to clients during the testing process to promote confidence and a thorough understanding of system functionality.
• Support training activities for client users and internal teams to ensure operational readiness.
• Collaborate with Product and IT teams to document detailed technical and operational specifications throughout the implementation process.

Post-Implementation Support

• Monitor early performance metrics and client satisfaction post go-live.
• Lead transition from implementation to account management for long-term support.
• Capture lessons learned and contribute to knowledge base documentation.

Qualifications

Education & Experience

• 3 years of experience in implementation/project management within the mortgage title or real estate services industry.
• Strong familiarity with mortgage origination and servicing workflows (title appraisal closing etc.).
• PMP or related certification is a plus.

Skills & Competencies

• Exceptional organizational and multitasking skills.
• Strong interpersonal and communication skills to manage stakeholders at all levels.
• Familiarity with project management tools (Smartsheet MS Project Azure DevOps).
• Detail-oriented with a strong analytical mindset and solution-driven approach.
• Ability to lead with authority in a matrixed environment.
• Understanding of compliance obligations in mortgage lending and servicing environments.