Product Manager, Servicing

Guild Mortgage Company is a mortgage banking firm dedicated to serving homeowners and buyers. The Product Manager, Servicing will oversee the strategy and execution of the Loan Servicing function, ensuring operational excellence and a focus on borrower experience throughout the post-origination lifecycle of loans.

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

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
• 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
• Customer Service - Proactive attention to each person
• Integrity - Do and say what's right
• Respect - Treat others with dignity
• Collaboration - Listen and work together
• Learning - Seek knowledge and strive for improvement
• Excellence – Deliver the unexpected
• 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
• Familiarity with AI-enabled product tools and processes — using AI to accelerate discovery, automate decisioning, or enhance servicing workflows is a meaningful advantage