Product Manager-Origination & Customer Experience

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Origination and Customer Experience Product Manager plays an important role in the organization by performing a number of activities related to the company’s Retail Sales Division. The role is primarily responsible, under limited supervision, for ensuring the company’s point-of-sale technology drives sales productivity and a high customer experience ratings from customers, sales teams and agents by managing the roadmap, backlog, user stories and bug reports for all future development.

Essential Functions

• Identify and prioritize sales origination, agent and customer experience business requirements across all products, including problem definition and requirements gathering.
• Regularly engage with stakeholders to validate and refine and approve requirements for user stories and acceptance criteria
• Develop and enhance POS & Fintech technology vendor relationships
• Provide input to the annual product lifecycles from budget request, through roadmap, backlog grooming and launch.
• In partnership with the Product Owner, manage the day-to-day product priority for all sprint planning, work assignment, prioritization and delivery by the Sales Product team
• Monitor new technology trends and identify areas of innovation relative to distinct competencies and market / business needs
• Collect feedback from Sales Systems Support team to inform defect prioritization and product priorities.
• Be the voice of the market, and champion business, product and marketing needs within the organization.
• Establish and build a robust sales best practices using actionable insights and customer workflows to increase lead conversion and sales productivity.
• Track the user adoption of the system, develop strategies to increase adoption and report to senior management of progress.
• Provide release support in the form acceptance testing, knowledge sharing, release notes and other communications.
• Collaborate with the communication and training teams to develop a training plan for all major releases.
• Partner with senior management, coaching and training team members to share best practices and collaborate on emerging trends and business opportunities.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent in computer, business or related field, along with a minimum of five years’ experience in related role(s) required.
• 5+ years of Mortgage related experience
• Knowledge of Scrum or other Agile methodology is highly preferred.
• Background with usability and/or training on human computer interactions and workflow best practices.
• Ability to communicate complicated concepts in a simple, straightforward manner
• Demonstrated ability to translate user’s needs in to user stories for development
• Experience with software development & testing; including writing user stories, test cases, and bug reporting/validation.
• Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
• Excellent verbal and written communication skills required.
• Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams
• Ethical, with a commitment to company values.

Requirements

Travel: 0 - 2%

Physical: Work is primarily sedentary; mobility in an office setting.

Manual Dexterity:  Frequent use of computer keyboard and mouse.

Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

Environmental:  Office environment – no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

Targeted Salary: $107,000 - $146,000 annually

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

REQ#: PRODU016829