Conversation AI Product Manager

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

POSITION SUMMARY

We're seeking a visionary Sr Product Manager to spearhead our Conversational Artificial (AI) strategy for Lending and Servicing. In this role, you'll transform innovative ideas into exceptional customer experiences at every touchpoint.

As the driving force behind our AI initiatives, you'll collaborate with cross-functional teams in our fast-paced, results-driven environment. You'll partner with business stakeholders, customers, fellow Product Managers, engineering teams, Quality Assurance (QA) specialists, and data analysts to achieve ambitious product goals and elevate customer support experiences.

Your work will directly impact our customers' journeys, creating meaningful interactions while delivering significant operational efficiencies for our business. You'll be responsible for both strategic vision and tactical execution, ensuring our AI solutions solve real customer problems in the lending and servicing space.

The ideal candidate brings deep product management expertise, a passion for conversational AI technology, and a proven track record of launching successful digital products that delight users and drive business growth.

DESCRIPTION

Duties and Responsibilities

• Define and articulate the conversational AI chat and Interactive Voice Response (IVR) product vision, strategy, and roadmap in alignment with business goals and market opportunities.
• Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making trade-off decisions to optimize self-service rates and customer experience.
• Define and drive the roadmap for the platform, leveraging generative LLMs, advanced search technologies, and agentic reasoning engines that autonomously plan, execute, and adapt tasks.
• Develop, maintain, and complete a Conversational AI product roadmap for Customer Service.
• Responsible for the planning and execution throughout the product life cycle, including gathering and prioritizing customer requirements, defining the vision and ensuring delivery of high-quality features on time to achieve defined customer satisfaction goals.
• Expand customer use cases that can be resolved via voice or digital AI-driven experiences and ensure a continuous feedback loop from contact centers and customers to identify difficulties and improvement opportunities.
• Develop and track performance metrics, continuously identifying opportunities to enhance customer utility.
• Conduct competitive analysis, become the reference for intelligence of the competition's related offerings.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 5+ years of end-to-end product management experience with a proven track record of launching technically complex features and products incorporating AI/ML.

Skills, Abilities, and Knowledge

• Ability to demonstrate a deep understanding of the Conversational AI (Voice/Chatbot) landscape and LLM technology, ecosystem, and evolution.
• Proven affinity for inserting user experience first in the product design approach.
• Proven track record of developing and executing successful product launches.
• Strong analytical, problem-solving, and decision-making skills.
• Start-up mentality, comfortable with ambiguity, and skilled at creating structure to drive results.
• Possess the ability to balance innovation and operational effectiveness, able to optimize productivity and efficiency when working with your partners.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave

• Pet insurance

• Adoption Assistance

• Tuition reimbursement

• Employee Loan Program

• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

Newrez NOW:

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more

• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice

• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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