Guild Mortgage Company, 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.

Position Summary

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.

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.

Compensation

This role is an exempt position with a targeted salary range of $109,114 to $156,510 annually.

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.

Essential Functions

• 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:
• Product Strategy & Roadmap
  • 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.
• Discovery & Problem Definition
  • 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.
• Delivery & Cross-Functional Leadership
  • 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.
• Transformation & Change Leadership
  • 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.
• Value Measurement & Reporting
  • 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.
• Collaboration & Communication
  • 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.

Qualifications

• Bachelors' Degree directly related to the position or equivalent preferred.
• 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.
• PMP or equivalent, Product management certification preferred (AIPMM, Pragmatic Institute, SAFe Product Management, or equivalent).
• Excellent interpersonal communication skills required.
• Analytical skills.
• Product Management 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.
• Domain Expertise
  • 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.
• Transformation & Change Leadership
  • Personal experience navigating a transition from traditional, waterfall-heavy delivery to a more iterative, outcome-driven approach is strongly preferred.
  • 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.
• AI & Technology Knowledge
  • Familiarity with AI-enabled product tools and processes — using AI to accelerate discovery, automate decisioning, or enhance servicing workflows is a meaningful advantage.
  • Able to evaluate technology options with sufficient engineering credibility to collaborate effectively with development teams.
• 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.

Supervision

Job Scope:  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.

Complexity:  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.

Impact:  Decisions and actions have a direct impact on the outcomes of the department, projects, and programs.

Interaction/Supervision:  Works under broad direction with considerable latitude for independent actions; guided by professional standards, desired outcomes and unit/project/program specifications.

InDirect Reports: 4, Product Owners, Business Analysts.

Requirements

• Mobility in an office, and may occasionally meet with customers or business partners outside of the office.
• Ability to operate standard office equipment and keyboards.
• 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.
• Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
• The role is primarily working from home.
• Travel 5-10%
• Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
• Work is primarily performed during the business week, Monday - Friday.

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.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: PRODU018186