Senior Manager, Product Management

Intercontinental Exchange (ICE); Jacksonville (FL); On-site; USD 140,000 - 200,000; Full time

Job summary

Intercontinental Exchange (ICE) is seeking a visionary Senior Manager of Product Management to lead the Loss Mitigation portfolio within mortgage servicing. You will define and implement product roadmaps and guide a team through research, development, and go-to-market strategies.

This role demands deep regulatory knowledge and an ability to translate complex rules into compliant, scalable experiences for distressed borrowers.

Qualifications

• Bachelor's degree required; MBA or JD strongly preferred.
• 11+ years of progressive experience in mortgage servicing, financial services technology, or related product management roles.
• 7+ years in default servicing (loss mitigation) in a product, ops, or tech leadership capacity.
• Defined and delivered complex, regulated product roadmaps from inception to production at scale.
• Expert knowledge of federal mortgage servicing regulations (Reg X, RESPA, FDCPA, SCRA) and GSE/agency servicing guidelines.

Responsibilities

• Define and drive the product strategy and roadmap for Loss Mitigation.
• Lead end-to-end product roadmap for Loss Mitigation (modifications, forbearance, repayment plans).
• Transform workflows with automation and BPO optimization while ensuring compliance.
• Champion AI/ML, document processing, and decision automation to improve servicing economics.
• Embed compliance checkpoints and audit trails into product design.
• Collaborate with legal, compliance, and regulatory affairs to anticipate rule changes and translate them into product requirements.

Skills

Mortgage servicing

Product management

Regulatory compliance

Leadership

Education

Bachelor's degree

MBA or JD preferred

Job description

Job Purpose

We are seeking a visionary and operationally seasoned Senior Manager of Product Management to lead our Loss Mitigation portfolio within mortgage servicing. This leader will be responsible for defining and implementing product line strategies and roadmaps as well as for leading the product management team in research for new products, product enhancements, and go-to-market strategies. This individual will work closely with the business executive to define and drive the product strategy for one of the most regulated, operationally complex, and consequential areas in financial services - transforming how borrowers in distress are served while simultaneously preparing the organization for the next generation of AI-enabled, workflow-automated servicing operations.

The ideal candidate blends deep domain expertise with a bold product vision, translating regulatory requirements and operational realities into elegant, efficient, and compliant product experiences.

Responsibilities

• Product Strategy & Vision

• Own the end-to-end product roadmap for Loss Mitigation (loan modifications, forbearance, repayment plans.

• Establish a compelling multi-year product vision aligned to regulatory trends, servicer operational needs, investor guidelines (FNMA, FHLMC, FHA/VA, private label), and borrower experience goals.

• Identify and prioritize emerging capabilities — including AI/ML, intelligent document processing, and decision automation — that will redefine default servicing economics and outcomes.

• Business Process & Workflow Transformation

• Lead the design and continuous optimization of end-to-end servicing workflows, from first missed payment through resolution, leveraging workflow orchestration tools, and automation.

• Partner with operations, compliance, and technology to decompose manual, exception-heavy processes into configurable, auditable, and scalable workflow products.

• Champion process mining and operational analytics to surface bottlenecks, reduce cycle times, improve right-party contact, and workout completion.

• Drive adoption of straight-through processing (STP) models for high-volume, rules-based default events, reducing human touchpoints while maintaining compliance control gates.

• AI, Automation & Emerging Technology

• Participate in defining the AI product strategy for Loss Mitigation: predictive delinquency modeling, intelligent loss mitigation decisioning, automated document classification, and conversational AI for borrower engagement.

• Stay at the forefront of generative AI applications in mortgage operations.

• Regulatory Compliance & Risk Management

• Maintain a deep working knowledge of CFPB mortgage servicing rules (Regulation X / RESPA), GSE/agency guidelines, and investor servicing agreements.

• Embed compliance checkpoints, audit trails, and control frameworks into product design — ensuring every workflow, decision, and borrower touchpoint meets regulatory standards.

• Partner with legal, compliance, and regulatory affairs to anticipate rule changes and translate them into product requirements before effective dates.

• Lead product responses to regulatory examinations, consent orders, and supervisory findings, building lasting remediations rather than point-in-time fixes.

• Stakeholder Leadership & Organizational Influence

• Provide process improvements and operation solutions to a high-performing team of product managers and workflow architects supporting Loss Mitigation.

• Serve as the primary product voice- translating complex default servicing dynamics into clear strategic narratives.

• Foster strong cross-functional partnerships with servicing operations, technology, legal, compliance, finance, and customer experience teams.

• Interact with senior leaders across business units to track and test requirements; and train on new features resulting from requirements.

Knowledge and Experience

• Bachelor's degree required; MBA, JD, or advanced degree in a related field strongly preferred.

• 11+ years of progressive experience in mortgage servicing, financial services technology, or related product management roles.

• 7+ years of direct experience in default servicing (preferably within loss mitigation) in a product, operations, or technology leadership capacity.

• Demonstrated track record of defining and delivering complex, regulated product roadmaps from inception to production at scale.

• Expert-level knowledge of federal mortgage servicing regulations (Reg X, RESPA, FDCPA, SCRA) and GSE/agency servicing guidelines.

• Deep familiarity with end-to-end default workflow design and process automation tools.

• Proven experience integrating AI/ML capabilities into production financial services products, with an understanding of model risk management and fair lending implications.

• Strong executive presence with the ability to influence without authority across large, matrixed organizations.

Preferred Knowledge and Experience

• Experience at a top 10 mortgage servicer, GSE, or leading fintech platform serving the default market.

• Familiarity with MSP, ICE Mortgage Technology, or comparable servicing system of record platforms.

• Knowledge of emerging policy trends: CFPB rulemaking, state AG activity, GSE servicing compensation reform, and climate risk overlays in default

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.