Product Manager-Origination & Customer Experience

Full-time - Mid Level

San Diego, CA

Credit Intermediation and Related Activities

About the position

The Origination and Customer Experience Product Manager plays an important role in the organization by performing a number of activities related to the company's Retail Sales Division. The role is primarily responsible, under limited supervision, for ensuring the company's point-of-sale technology drives sales productivity and a high customer experience ratings from customers, sales teams and agents by managing the roadmap, backlog, user stories and bug reports for all future development.

Responsibilities

• Identify and prioritize sales origination, agent and customer experience business requirements across all products, including problem definition and requirements gathering.
• Regularly engage with stakeholders to validate and refine and approve requirements for user stories and acceptance criteria.
• Develop and enhance POS & Fintech technology vendor relationships.
• Provide input to the annual product lifecycles from budget request, through roadmap, backlog grooming and launch.
• In partnership with the Product Owner, manage the day-to-day product priority for all sprint planning, work assignment, prioritization and delivery by the Sales Product team.
• Monitor new technology trends and identify areas of innovation relative to distinct competencies and market / business needs.
• Collect feedback from Sales Systems Support team to inform defect prioritization and product priorities.
• Be the voice of the market, and champion business, product and marketing needs within the organization.
• Establish and build a robust sales best practices using actionable insights and customer workflows to increase lead conversion and sales productivity.
• Track the user adoption of the system, develop strategies to increase adoption and report to senior management of progress.
• Provide release support in the form acceptance testing, knowledge sharing, release notes and other communications.
• Collaborate with the communication and training teams to develop a training plan for all major releases.
• Partner with senior management, coaching and training team members to share best practices and collaborate on emerging trends and business opportunities.
• Perform other duties as assigned.

Requirements

• Bachelor's degree or equivalent in computer, business or related field, along with a minimum of five years' experience in related role(s) required.
• 5+ years of Mortgage related experience.
• Knowledge of Scrum or other Agile methodology is highly preferred.
• Background with usability and/or training on human computer interactions and workflow best practices.
• Ability to communicate complicated concepts in a simple, straightforward manner.
• Demonstrated ability to translate user's needs in to user stories for development.
• Experience with software development & testing; including writing user stories, test cases, and bug reporting/validation.
• Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
• Excellent verbal and written communication skills required.
• Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams.
• Ethical, with a commitment to company values.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• LTD insurance
• 401(k) with employer match