Director, LOS Platform Support and Services

Overview The Director, LOS Platform Support & Services, leads the day-to-day stability, performance, and continuous improvement of Lakeview’s Consumer Direct Loan Origination System (LOS). This role manages a tiered (L1–L3) support team responsible for incident resolution, service requests, and performance optimization. The Director partners closely with business stakeholders, technology teams, and vendors to ensure Encompass configurations, integrations, and environments are governed, documented, and maintained to the highest operational standards. The Director, LOS Platform Support and Services, will partner closely with business stakeholders, Technology/Development teams, and vendors to ensure Encompass configurations, integrations, and environments are governed, well‑documented, and released safely. The ideal candidate brings strong technical expertise, strong problem‑solving skills, and the ability to communicate effectively with both technical teams and end users. This role exercises independent judgment , supervisory duties, and technical expertise, which requires advanced knowledge of Encompass administration. The salary range for this role is $161,000 to $180,000 with annual bonus; however, Lakeview considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, location and key skills. Responsibilities Leadership & Governance Lead, coach, and develop a tiered L1–L3 Encompass support team. Set priorities, assign work, and manage on-call coverage for operational support. Serve as primary escalation point for business leaders and users. Govern environments (Sandbox/Test/Prod), access controls, and configuration promotion. Ensure audit, security, and compliance adherence (access reviews, change controls, segregation of duties). Incident, Problem, and Change Management Own and manage the Encompass incident queue (intake through resolution) within SLAs. Conduct root‑cause analysis and implement long‑term corrective actions. Oversee Encompass release planning, patches, and hotfixes under ITIL standards. Maintain accurate ticket classification and documentation in ITSM tools (e.g., Jira). Platform Administration and Performance Administer Encompass configurations (Personas, Forms, Rules, Workflows, Templates). Manage system integrations and connectors (pricing, compliance, AUS, eClose). Monitor, manage, and improve LOS performance metrics (latency, throughput, automation jobs). Implement and optimize Encompass add‑ons and performance tools. Continuous Improvement & Communication Define and report on KPIs (MTTR, SLA attainment, user satisfaction). Build and maintain a robust knowledge base, documentation, and runbooks. Drive service reviews, post‑incident reviews, and platform improvement roadmaps. Communicate risks, timelines, and status updates effectively to all stakeholders. Qualifications Bachelor’s degree in Information Systems, Computer Science, or related field; or equivalent experience is desired. 10+ years overseeing and administering Encompass as a mission‑critical enterprise platform in a mortgage operations context, with 5+ years including direct leadership of technical team and platform governance. Deep hands‑on expertise with Encompass administration: Personas/Roles, Input Form Builder, Business Rules/Triggers, Milestones/Tasks, Loan & Pipeline configuration, eFolder/doc workflows. Demonstrated success running incident and problem management for a mission‑critical platform, including RCA and preventative actions. Demonstrated ability to make strategic and technical decisions independently and influence cross‑functional priorities. Strong experience managing integrations (pricing/secondary, docs, compliance, credit, AUS, eClose) and coordinating vendor escalations. Strong understanding of ITIL processes (Incident, Problem, Change, Request) and release governance. Proficiency with an ITSM/ticketing system (ServiceNow, Jira) and reporting dashboards. Excellent communication, stakeholder management, and people‑leadership skills. Analytical mindset with a bias toward measurable outcomes and continuous improvement. Experience with Encompass Developer Connect APIs, Encompass/ICE SDKs, and plugin performance tuning is desired. Familiarity with mortgage lifecycle and compliance (origination, processing, underwriting, closing, post‑closing) desired. Exposure to adjacent platforms (e.g., consumer/LO portals, PPE, doc generation/eClose solutions) and data/reporting is desired. Expert in Encompass SmartClient desired. Certifications, Licenses, and/or Registration Encompass Administrator Certification is required (or ability to obtain within 6 months). Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Equal Employment Opportunity Lakeview 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. #J-18808-Ljbffr