Senior Product Manager

The Senior Product Manager will support ICE Mortgage Technology by leading two connected product pillars of the servicing digital AI experience: One Admin, a centralized configuration platform, and MSPai, a conversational intelligence and AI governance layer. This role is accountable for correct configuration, safe behavior, and scalable delivery across clients.

Role Scope

Own the roadmap and execution for One Admin and MSPai, ensuring that configuration changes, delegated actions, knowledge content, and conversational behavior operate consistently across environments. The position also drives governance, compliance workflows, guardrail testing, and documentation to support internal and regulatory review of AI driven servicing interactions.

Responsibilities

• Own the roadmap and configuration model for One Admin, including delegated actions, knowledge base entries, feature flags, and feature properties.
• Partner with engineering to define delegated action structures, resolve intent disambiguation conflicts, and prevent over triggering or misrouting.
• Set configuration governance standards across development, UAT, and production, and lead remediation when environments drift out of sync.
• Translate client requirements into One Admin configuration, delegated action updates, and knowledge base content ahead of client go lives.
• Write and prioritize detailed user stories, configuration diffs, and acceptance criteria for engineering and QA.
• Own the product roadmap for MSPai conversational intelligence capabilities that power servicing digital chatbot and customer service AI experiences.
• Define requirements for intent routing, goal level navigation, and fallback handling to support a consistent, reliable borrower experience.
• Partner with UX, engineering, and compliance to expand chatbot coverage across servicing scenarios including payments, payoff, recast, refinancing, and hardship support.
• Prioritize and drive resolution of chatbot accuracy issues, including intent conflicts, mis-triggered responses, and fallback messaging gaps.
• Establish and maintain AI governance practices covering content, configuration, and model behavior across the servicing AI product suite.
• Own the compliance review workflow for borrower facing AI content, coordinating sign off with compliance stakeholders before release.
• Define guardrail testing coverage across sensitive risk categories such as hardship, legal advice, and prompt injection, and track results over time.
• Monitor for configuration and content drift across environments and clients, and lead cross functional efforts to close identified gaps.
• Maintain documentation and audit trails that support internal and regulatory review of AI driven servicing interactions.

Requirements

• Bachelor’s degree or equivalent experience, with 6 or more years of product management experience.
• Comfort owning configuration heavy platforms, admin tools, or workflow engines in a B2B or fintech setting.
• Experience in mortgage servicing, mortgage technology, or financial services.
• Demonstrated ability to write detailed requirements, user stories, and acceptance criteria for engineering and QA teams.
• Strong cross functional collaboration skills, including partnering with compliance, legal, UX, and engineering.
• Comfort operating across both strategic roadmap planning and detailed configuration or data levels.

Technologies

• Azure DevOps
• Claude

Preferred Knowledge and Experience

• Comfort with conversational AI, chatbots, natural language understanding, or intent based routing systems.
• Familiarity with AI governance, responsible AI, or model risk management frameworks.
• Experience supporting client facing deployments or go lives in a regulated industry.
• Experience using Azure DevOps for backlog and story management, and using Claude to establish ADO stories.

What Success Looks Like

• One Admin configuration changes are accurate, well governed, and consistent across development, UAT, and production environments.
• The servicing digital chatbot resolves borrower intents reliably, with strong guardrail performance across sensitive topics.
• Compliance review of AI content is efficient, well documented, and consistently applied across products and clients.
• Client deployments launch on schedule with configuration, knowledge base content, and delegated action work completed and tested ahead of go live.

Location

Jacksonville, FL (onsite)