Product Manager, Servicing

Guild Mortgage•,

7h•$109,114 - $156,510•Remote

About The Position

The Product Manager, Servicing plays an important role in the organization by performing several activities related to the company’s Loan Servicing function. The Product Manager, Mortgage Servicing plays a critical leadership role at Guild, owning strategy, roadmap, discovery, and business outcomes for one of the company’s largest and most complex product domains. Mortgage Servicing encompasses the full post-origination lifecycle of a loan — including Customer service, loan administration & servicing, escrow management, loan counseling, operational excellence, delinquency management, foreclosure, loss mitigation and assumptions — all within a highly regulated environment. This is a builder’s role at a company mid-transformation. A successful Product Manager, Servicing will bring deep mortgage servicing domain expertise, proven product management leadership, and a demonstrated ability to drive change in organizations transitioning from traditional delivery to modern, outcome-focused practices. They will serve as the voice of the borrower and the business, bridging operational complexity with technology strategy to deliver measurable value.

Requirements

Bachelors' Degree in business, technology, or a related field required.
Minimum seven years' experience in the Mortgage servicing industry, including direct exposure to default management, delinquency, loss mitigation, forbearance, foreclosure, or asset management processes.
5+ in a product management role, owning strategy, roadmap, discovery, and business outcomes for a complex product domain.
Excellent interpersonal communication skills required.
Analytical skills.
Proven track record owning product strategy, roadmap, discovery, and business outcomes for a complex product domain.
Demonstrated ability to write crisp business cases, facilitate structured discovery, and drive evidence-based prioritization.
Experience conducting user and stakeholder research, translating findings into measurable outcomes and prioritized initiatives.
Familiarity with modern product delivery practices including iterative development, backlog management, and incremental release strategies.
Strong working knowledge of GSE, CFPB, and state mortgage servicing compliance requirements.
Experience working with core servicing platforms (e.g., MSP, Black Knight, or equivalent) and the ability to communicate credibly with both operations and technology teams.
Demonstrated ability to manage product portfolios with competing regulatory, operational, and customer-facing priorities.
Demonstrated ability to lead or contribute to change management efforts: new role structures, new processes, new tools, and shifting team mindsets.
Comfortable operating in ambiguity — able to define structure where none exists and make progress without waiting for perfect clarity.
Familiarity with AI-enabled product tools and processes — using AI to accelerate discovery, automate decisioning, or enhance servicing workflows is a meaningful advantage.
Able to evaluate technology options with sufficient engineering credibility to collaborate effectively with development teams.
Excellent verbal and written communication skills required.
Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
Commitment to company values.
Mobility in an office, and may occasionally meet with customers or business partners outside of the office.
Ability to operate standard office equipment and keyboards.
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.
Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
Work is primarily performed during the business week, Monday - Friday.

Nice To Haves

Bachelors' Degree directly related to the position or equivalent preferred.
PMP or equivalent, Product management certification preferred (AIPMM, Pragmatic Institute, SAFe Product Management, or equivalent).
Personal experience navigating a transition from traditional, waterfall-heavy delivery to a more iterative, outcome-driven approach is strongly preferred.

Responsibilities

Define and maintain a multi-horizon product roadmap for Mortgage Servicing, balancing regulatory requirements, operational efficiency, and borrower experience.
Translate enterprise business strategy into a prioritized, outcome-driven product roadmap.
Conduct ongoing market and borrower research to identify opportunities and validate assumptions before committing to solutions.
Lead discovery efforts across complex servicing workflows — including delinquency management, default resolution, forbearance, loss mitigation, payment processing, and customer communications.
Partner with Compliance, Operations, and Technology to clearly frame problems, define measurable outcomes, and evaluate solution options before development begins.
Build and maintain a shared understanding of the borrower journey across the full servicing lifecycle.
Drive end-to-end initiative delivery in partnership with Engineering, Product Owners, Business Analysts, and Operations teams.
Own business case development, investment prioritization, and stakeholder alignment for all major servicing initiatives.
Represent the product at governance forums — presenting business cases, defending trade-offs, and communicating delivery status to senior leadership.
Manage vendor relationships supporting the servicing platform and ensure accountability to agreed commitments.
Champion evolving product practices within the servicing domain, supporting teammates in adopting modern, outcome-focused delivery approaches.
Coach and influence business stakeholders who may be newer to product-led decision-making, building advocates across operations and compliance.
Model structured, evidence-based decision-making in a culture historically driven by institutional knowledge and legacy process.
Define success metrics for every major initiative and maintain post-launch value tracking against business case commitments.
Regularly report on outcomes versus projections to senior leadership and portfolio stakeholders.
Track user adoption of servicing capabilities and develop strategies to improve adoption where needed.
Serve as the voice of the borrower and business within the technology and product teams.
Collaborate with communications and training teams to develop enablement plans for all major releases.
Partner with senior leadership to identify emerging trends, business opportunities, and enterprise-wide dependencies.
Perform other duties as assigned.