<p><strong>Guild Mortgage Company</strong>, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/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.</p>
<p><strong>Position Summary</strong></p>
<p>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.</p>
<p>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.</p>
<p><strong>Compensation </strong></p>
<p>This role is an exempt position with a targeted salary range of $109,114 to $156,510 annually.</p>
<p>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.</p>
<p><strong>Essential Functions</strong></p>
<ul>
<li style="vertical-align: middle;">The Product Manager, Mortgage Servicing is accountable for the full product lifecycle of one of Guild's most complex and high-stakes domains — spanning the complete post-origination borrower journey. Core responsibilities include:</li>
<li><strong>Product Strategy & Roadmap</strong>
<ul>
<li>Define and maintain a multi-horizon product roadmap for Mortgage Servicing, balancing regulatory requirements, operational efficiency, and borrower experience.</li>
<li>Translate enterprise business strategy into a prioritized, outcome-driven product roadmap.</li>
<li style="vertical-align: middle;">Conduct ongoing market and borrower research to identify opportunities and validate assumptions before committing to solutions.</li>
</ul>
</li>
<li><strong>Discovery & Problem Definition</strong>
<ul>
<li>Lead discovery efforts across complex servicing workflows — including delinquency management, default resolution, forbearance, loss mitigation, payment processing, and customer communications.</li>
<li>Partner with Compliance, Operations, and Technology to clearly frame problems, define measurable outcomes, and evaluate solution options before development begins.</li>
<li>Build and maintain a shared understanding of the borrower journey across the full servicing lifecycle.</li>
</ul>
</li>
<li><strong>Delivery & Cross-Functional Leadership</strong>
<ul>
<li>Drive end-to-end initiative delivery in partnership with Engineering, Product Owners, Business Analysts, and Operations teams.</li>
<li>Own business case development, investment prioritization, and stakeholder alignment for all major servicing initiatives.</li>
<li>Represent the product at governance forums — presenting business cases, defending trade-offs, and communicating delivery status to senior leadership.</li>
<li>Manage vendor relationships supporting the servicing platform and ensure accountability to agreed commitments.</li>
</ul>
</li>
<li><strong>Transformation & Change Leadership</strong>
<ul>
<li>Champion evolving product practices within the servicing domain, supporting teammates in adopting modern, outcome-focused delivery approaches.</li>
<li>Coach and influence business stakeholders who may be newer to product-led decision-making, building advocates across operations and compliance.</li>
<li>Model structured, evidence-based decision-making in a culture historically driven by institutional knowledge and legacy process.</li>
</ul>
</li>
<li><strong>Value Measurement & Reporting</strong>
<ul>
<li>Define success metrics for every major initiative and maintain post-launch value tracking against business case commitments.</li>
<li>Regularly report on outcomes versus projections to senior leadership and portfolio stakeholders.</li>
<li>Track user adoption of servicing capabilities and develop strategies to improve adoption where needed.</li>
</ul>
</li>
<li><strong>Collaboration & Communication</strong>
<ul>
<li>Serve as the voice of the borrower and business within the technology and product teams.</li>
<li>Collaborate with communications and training teams to develop enablement plans for all major releases.</li>
<li>Partner with senior leadership to identify emerging trends, business opportunities, and enterprise-wide dependencies.</li>
<li>Perform other duties as assigned.</li>
</ul>
</li>
</ul>
<p><strong>Qualifications</strong></p>
<ul>
<li style="vertical-align: middle;">Bachelors' Degree directly related to the position or equivalent preferred.</li>
<li style="vertical-align: middle;">Bachelors' Degree in business, technology, or a related field required.</li>
<li style="vertical-align: middle;">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.</li>
<li style="vertical-align: middle;">PMP or equivalent, Product management certification preferred (AIPMM, Pragmatic Institute, SAFe Product Management, or equivalent).</li>
<li style="vertical-align: middle;">Excellent interpersonal communication skills required.</li>
<li style="vertical-align: middle;">Analytical skills.</li>
<li><strong>Product Management Skills</strong>
<ul>
<li>Proven track record owning product strategy, roadmap, discovery, and business outcomes for a complex product domain.</li>
<li>Demonstrated ability to write crisp business cases, facilitate structured discovery, and drive evidence-based prioritization.</li>
<li>Experience conducting user and stakeholder research, translating findings into measurable outcomes and prioritized initiatives.</li>
<li style="vertical-align: middle;">Familiarity with modern product delivery practices including iterative development, backlog management, and incremental release strategies.</li>
</ul>
</li>
<li><strong>Domain Expertise</strong>
<ul>
<li>Strong working knowledge of GSE, CFPB, and state mortgage servicing compliance requirements.</li>
<li>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.</li>
<li>Demonstrated ability to manage product portfolios with competing regulatory, operational, and customer-facing priorities.</li>
</ul>
</li>
<li><strong>Transformation & Change Leadership</strong>
<ul>
<li>Personal experience navigating a transition from traditional, waterfall-heavy delivery to a more iterative, outcome-driven approach is strongly preferred.</li>
<li>Demonstrated ability to lead or contribute to change management efforts: new role structures, new processes, new tools, and shifting team mindsets.</li>
<li>Comfortable operating in ambiguity — able to define structure where none exists and make progress without waiting for perfect clarity.</li>
</ul>
</li>
<li><strong>AI & Technology Knowledge</strong>
<ul>
<li>Familiarity with AI-enabled product tools and processes — using AI to accelerate discovery, automate decisioning, or enhance servicing workflows is a meaningful advantage.</li>
<li>Able to evaluate technology options with sufficient engineering credibility to collaborate effectively with development teams.</li>
</ul>
</li>
<li>Excellent verbal and written communication skills required.</li>
<li>Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.</li>
<li>Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.</li>
<li><strong>Commitment to company values.</strong></li>
<li>Customer Service - Proactive attention to each person.</li>
<li>Integrity - Do and say what's right.</li>
<li>Respect - Treat others with dignity.</li>
<li>Collaboration - Listen and work together.</li>
<li>Learning - Seek knowledge and strive for improvement.</li>
<li>Excellence – Deliver the unexpected.</li>
</ul>
<p><strong>Supervision</strong></p>
<p><strong>Job Scope: </strong>Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances.</p>
<p><strong>Complexity: </strong>Problem solving involves evaluating and resolving discrepancies with people, data, analyses, processes, etc. within prescribed program/project guidelines; may also involve resolving basic resource coordination and availability.</p>
<p><strong>Impact: </strong>Decisions and actions have a direct impact on the outcomes of the department, projects, and programs.</p>
<p><strong>Interaction/Supervision: </strong>Works under broad direction with considerable latitude for independent actions; guided by professional standards, desired outcomes and unit/project/program specifications.</p>
<p><strong>InDirect Reports:</strong> 4, Product Owners, Business Analysts.</p>
<p><strong>Requirements</strong></p>
<ul>
<li style="vertical-align: middle;">Mobility in an office, and may occasionally meet with customers or business partners outside of the office.</li>
<li style="vertical-align: middle;">Ability to operate standard office equipment and keyboards.</li>
<li style="vertical-align: middle;">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.</li>
<li style="vertical-align: middle;">Office environment – moderate noise, no substantial exposure to adverse environmental conditions.</li>
<li style="vertical-align: middle;">The role is primarily working from home.</li>
<li style="vertical-align: middle;">Travel 5-10%</li>
<li style="vertical-align: middle;">Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.</li>
<li style="vertical-align: middle;">Work is primarily performed during the business week, Monday - Friday.</li>
</ul>
<p>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.</p>
<p>Guild Mortgage Company is an Equal Opportunity Employer.</p>
<p>REQ#: <span>PRODU018186</span></p>
