Senior Product Manager

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

About The Position

Intercontinental Exchange, Inc. is seeking a Senior Product Manager to own the vision, strategy, and roadmap for its work item management system within a mortgage servicing platform. The system routes, tracks, and resolves operational tasks across areas including loss mitigation requests, escrow exceptions, borrower inquiries, investor reporting issues, and compliance-driven workflows. The role partners 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. The Senior Product Manager owns the product lifecycle from discovery and requirements through launch, adoption, and iteration. The role translates complex servicing workflows into product requirements, drives workflow and automation capabilities, collaborates with clients and internal experts, and ensures support for investor, agency, and regulatory requirements. It also defines and uses product metrics, manages dependencies and integrations, leads backlog and agile release activities, supports go-to-market work, and evaluates AI and intelligent automation opportunities.

Requirements

Bachelor's degree in business, finance, computer science, or a related field, or equivalent experience.
At least 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.

Nice To Haves

Direct experience with a mortgage servicing platform, such as 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, such as Pragmatic, SAFe, or CSPO.
Master's degree or MBA.

Responsibilities

Define and communicate the product vision and multi-year roadmap for work item management, aligned with servicer needs and company strategy.
Own the full product lifecycle, from discovery and requirements through launch, adoption, and iteration.
Translate complex servicing workflows, including 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 subject-matter experts to gather feedback and validate priorities.
Work with compliance and legal teams to ensure the product supports investor, agency, and regulatory requirements, including 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.