Senior Product Manager

ICE; Jacksonville (FL); On-site; USD 110,000 - 170,000; Full time

Job summary

Intercontinental Exchange, Inc. in Jacksonville seeks a Senior Product Manager to own the vision, strategy, and roadmap for the work item management system in our mortgage servicing platform.

You will define the product lifecycle, translate complex servicing workflows into clear requirements, and drive automation, routing, and SLA improvements while collaborating with clients, operations leaders, and compliance teams.

Qualifications

• 6+ years of product management experience, including 3+ years with enterprise or B2B software
• Hands-on mortgage servicing or regulated workflow experience
• Experience with workflow, case management, or business process management products
• Strong ability to turn ambiguous problems into prioritized requirements
• Excellent written and verbal communication for technical and operational audiences

Responsibilities

• Define and communicate the product vision and multi-year roadmap for work item management
• Own the full product lifecycle from discovery through launch and iteration
• Translate servicing workflows into clear product requirements and user stories
• Drive routing, SLA tracking, audit trails, configurable workflows and automation
• Collaborate with servicing clients, operations and SMEs to validate priorities
• Ensure compliance with investor, regulatory requirements (CFPB, GSE, FHA, VA, state rules)
• Define KPIs and use data to inform decisions
• Prioritize backlog and run agile sprint planning and releases
• Support GTM efforts with sales, client success and marketing

Skills

Product management

Agile

Data analysis

Stakeholder communication

Education

Bachelor's degree

Tools

APIs

Workflow orchestration

Job description

We are looking for a Senior Product Manager to own the vision, strategy, and roadmap for our work item management system within the mortgage servicing platform. This system routes, tracks, and resolves the operational tasks that keep a servicing portfolio running, including loss mitigation requests, escrow exceptions, borrower inquiries, investor reporting issues, and compliance-driven workflows.

Responsibilities

• Define and communicate the product vision and multi-year roadmap for work item management, aligned to servicer needs and company strategy
• Own the full product lifecycle, from discovery and requirements through launch, adoption, and iteration
• Translate complex servicing workflows, such as 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 SMEs to gather feedback and validate priorities
• Work with compliance and legal teams to make sure the product supports investor, agency, and regulatory requirements (for example 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

Knowledge And Experience

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

Preferred Knowledge And Experience

• Direct experience with a mortgage servicing platform (for example 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 (for example Pragmatic, SAFe, or CSPO)
• Master's degree or MBA

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