Senior Product Manager, Servicing

Nesto Cloud

7h • Hybrid

About The Position

Join nesto, a rapidly growing Canadian company recognized as a Deloitte Fast 50 company and a TechTO Canadian Rocketship 2025. We are disrupting the $2.1 trillion mortgage industry by building the mortgage ecosystem of the future. As a Senior Product Manager on the Servicing team, you will be responsible for the post-funding mortgage journey, including borrower self-serve experiences, agent-facing tools, payment workflows, renewals, payouts, statements, fees, and exception management. You will help shape and own a specific servicing substream, collaborating closely with engineering, operations, compliance, finance, and growth teams. This role emphasizes using AI tools to accelerate product management workflows and staying ahead of AI's impact on mortgage servicing.

Requirements

• 5–7+ years of hands-on product management experience, ideally with exposure to mortgage servicing, lending operations, or a closely adjacent regulated financial services environment.
• Strong understanding of end-to-end servicing functions, including payments, prepayments, renewals, payouts, fees, statements, borrower communications, and exception handling.
• Knowledge of regulatory and compliance requirements related to mortgage servicing and consumer lending, including provincial regulations, OSFI guidelines, insurance considerations, and reporting obligations.
• Experience working with servicing platforms, loan management systems, or lending technology, with the ability to translate operational needs into clear product requirements.
• Demonstrated ability to collaborate effectively across product, engineering, design, operations, compliance, QA, and support teams.
• Strong problem-solving skills with the ability to anticipate downstream impacts, identify edge cases, and improve complex servicing workflows.
• Strong communication skills, with the ability to explain complex servicing concepts clearly to non-experts in Product and Engineering.
• Proven, active fluency with AI tools across discovery, testing, documentation, analysis, and measurement. We will ask you specifically how you use them.

Nice To Haves

• Experience with other lending products such as HELOC, personal loans, private lending, reverse mortgages, or construction financing.
• Familiarity with borrower-facing and agent-facing servicing journeys, including the relationship between self-serve and assisted support.
• Exposure to AI or ML-assisted servicing operations, intelligent routing, document intelligence, or workflow automation in a financial services context.

Responsibilities

• Act as a primary servicing subject matter expert for your substream, with a deep understanding of end-to-end servicing processes, operational realities, and regulatory requirements.
• Define and own the product vision, roadmap, and prioritization for your area, ensuring it reflects real servicing needs, operational efficiency goals, risk controls, and compliance considerations.
• Identify and assess the impact of new servicing features, policy changes, regulatory updates, and workflow improvements to help shape product direction and support strategic decisions.
• Work closely with engineering, design, QA, operations, compliance, and support teams to validate solutions and ensure they align with servicing best practices and industry standards.
• Support backlog refinement by prioritizing servicing-related epics and stories, balancing borrower experience, agent efficiency, technical feasibility, and business value.
• Participate in release planning, UAT, and launch readiness to ensure servicing use cases are fully supported, edge cases are addressed, and downstream impacts are understood.
• Conduct research on servicing trends, mortgage regulations, servicing technologies, and competitor approaches, bringing insights that inform product evolution.
• Create and maintain clear documentation of servicing workflows, requirements, scenarios, decision logic, and system behaviours to support cross-functional teams.
• Act as the go-to expert for your servicing workflows, supporting issue triage, answering questions, and helping the team deliver exceptional servicing experiences across lending products.
• Actively use AI tools such as Cursor, Claude, Figma AI, Gemini, and others to accelerate your PM workflow from discovery through delivery, including synthesis, prototyping, documentation, and measurement.
• Move quickly to test hypotheses using the tools available. Build rough prototypes, pressure-test ideas, and use fast experiments to get to answers sooner.
• Stay close to the work. The best people here do not hand things off and wait. They use every tool available to move the work forward.
• Stay ahead of how AI is reshaping mortgage servicing and bring informed recommendations into the roadmap.
• Share what you learn so your way of working improves the team around you.

Benefits

• Premium benefits plan fully paid by nesto, including comprehensive insurance and unlimited access to telemedicine and mental health services for you and your family.
• 4 weeks of vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed