Senior Product Manager

Intercontinental Exchange · Jacksonville

We are looking for a Senior Product Manager to own the vision, strategy, and roadmap for our work item management system within the mortgage servicing platform. This system routes, tracks, and resolves the operational tasks that keep a servicing portfolio running, including loss mitigation requests, escrow exceptions, borrower inquiries, investor reporting issues, and compliance-driven workflows.

You will partner with engineering, design, servicing operations, compliance, and client-facing teams to make work item management more configurable, automated, and transparent for servicers of all sizes.

Responsibilities

Define and communicate the product vision and multi-year roadmap for work item management, aligned to servicer needs and company strategy
Own the full product lifecycle, from discovery and requirements through launch, adoption, and iteration
Translate complex servicing workflows, such as default management, bankruptcy, foreclosure, payment processing, and customer service, into clear product requirements and user stories
Drive capabilities such as rules-based routing and priority management, SLA and aging tracking, audit trails, configurable workflows, and automation
Partner with servicing clients, operations leaders, and internal SMEs to gather feedback and validate priorities
Work with compliance and legal teams to make sure the product supports investor, agency, and regulatory requirements (for example CFPB, GSE, FHA, VA, and state-level servicing rules)
Define success metrics and KPIs, including work item cycle time, backlog aging, first-touch resolution, SLA adherence, and user adoption, and use data to inform decisions
Manage dependencies and integrations with adjacent systems such as the servicing core, document management, communications, and reporting and analytics
Prioritize and groom the backlog, and run sprint planning and release activities with agile engineering teams
Support go-to-market efforts by partnering with sales, client success, and marketing on positioning, enablement, and release communications
Evaluate opportunities for AI and intelligent automation to reduce manual effort and improve work item accuracy and throughput

Knowledge and Experience

Bachelor's degree in business, finance, computer science, or a related field, or equivalent experience
6+ years of product management experience, including 3 or more years with enterprise or B2B software
Hands-on experience in mortgage servicing, financial services, or another regulated, workflow-heavy domain
Working knowledge of servicing operations such as loss mitigation, escrow, collections, investor reporting, and customer care
Demonstrated experience with workflow, case management, task management, or business process management products
Strong ability to turn ambiguous operational problems into clear, prioritized requirements
Comfort working with data, including defining metrics, analyzing usage, and building a business case
Excellent written and verbal communication, with the ability to engage both technical and operational audiences

Preferred Knowledge and Experience

Direct experience with a mortgage servicing platform (for example MSP) or a comparable servicing system
Familiarity with rules engines, queue management, or workflow orchestration technology
Experience with APIs, integration patterns, and data modeling concepts
Exposure to AI or machine learning applied to operational workflows
Product management certification (for example Pragmatic, SAFe, or CSPO)
Master's degree or MBA

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

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