Sr. Product Manager, Borrow and Operations

We are seeking a Senior Product Manager / Lead to own the product charter for Borrow & Operations technology, with a strong focus on our Home Lending business.

A product manager charter defines the product's vision, scope, and business goals. This role uses that charter to lead cross-functional teams in discovering, building, and delivering a solution that operators and members rely on and that drives sustainable business value.

This is a Senior Manager role (M4). It owns one of IT Operations' most complex companywide programs: the application ecosystem that runs Home Lending from origination through underwriting, closing, and servicing. The leader sets direction, prioritizes the roadmap, and is accountable for reliability, control, and operational outcomes across Encompass 360, Blend, NICE inContact, SoFi-developed applications, and the vendor platforms connected to them.

The role leads a growing team of individual contributors who independently administer, configure, integrate, and automate the Home Lending application portfolio. They set the product vision, sequence the work, clear cross-functional blockers, and hold the team to outcomes: less manual work, faster fulfillment, stronger controls, and a platform that scales with Borrow volume.

The ideal candidate combines product judgment with enough technical fluency to partner credibly with application administrators, engineering, risk, compliance, and Home Lending operations. They are comfortable making decisions where the right product shape is not yet defined, and they know when a choice has long-range implications that need leadership alignment.

• Own the product charter for Borrow & Operations technology: vision, scope, success measures, and the business goals the roadmap exists to hit.
• Set and sequence the Home Lending application roadmap across origination, underwriting, document management, eSignature and eVault, bureau and third-party integrations, payments, servicing, regulatory data feeds, and employee lifecycle support.
• Lead a new team focused on the Borrow and Home Lending lines of business. Plan their work, coach them, and make resourcing and priority calls so day-to-day administration, projects, and platform improvements stay in balance.
• Lead cross-functional discovery with Home Lending Operations, Engineering, Product, Risk, Compliance, Security, Identity and Access Management, and vendors. Turn operational friction into scoped problems and delivered solutions.
• Decide what to build, configure, automate, or stop. Assess alternatives, operational risk, regulatory impact, and cost, and shape how IT supports Borrow operations.
• Influence function-level decisions by partnering with senior individual contributors and IT and business leadership. Consult leadership when a choice has long-range implications for the platform, the control environment, or the operating model.
• Hold the team accountable for reliability, security, and auditability of Encompass 360, Blend, NICE inContact, SoFi-developed applications, and related integrations, including SOX and regulatory requests.
• Sponsor automation that removes repeatable manual work in provisioning, configuration, data movement, and fulfillment, and measure whether it reduces cycle time and operational risk.
• Own intake and prioritization so investor, partner, servicer, and new-product onboarding is planned rather than absorbed as unscoped administration.
• Represent the product in operating reviews. Surface risks that could cause significant delays, cost, or resource constraints, and drive mitigation with the stakeholders who can act.
• Establish standards for how the team documents configuration, change, and runbooks so knowledge is not trapped with individuals.
• Develop the two Applications Administrators through clear expectations, feedback, and growth toward independent ownership of complex workflows.

• Bachelor's degree in a related field, or equivalent relevant professional experience.
• Demonstrated experience owning a complex, multi-system product or operations platform in lending, mortgage technology, or another regulated operating environment.
• Experience leading individual contributors, including planning work, coaching, and making priority and resourcing decisions.
• Experience defining a product vision and roadmap and delivering it with engineering, operations, risk, and compliance partners.
• Working knowledge of the mortgage or consumer lending lifecycle and the applications that support it, including origination, disclosures, underwriting, closing, and servicing.
• Enough technical fluency to direct work on configuration, integrations, identity, automation, and change control, and to review the judgment of the administrators who execute it.
• Experience making trade-offs among speed, reliability, control, and cost where a wrong call can affect members, operations, or the control environment.
• Ability to influence peers and senior stakeholders across functions, and to recognize when a decision has long-range implications that need leadership alignment.
• Strong written and verbal communication, including the ability to explain product choices, risk, and operational impact to technical and non-technical leaders.
• A record of improving a live operating platform: fewer manual steps, clearer ownership, stronger controls, and measurable business results.

• Direct experience with Encompass, Blend, or a comparable loan origination system, as a product owner or as the leader of the team that administers it.
• Experience with Optimal Blue, NICE inContact, eVault or eSignature, bureau integrations, or servicing platforms.
• Experience leading SOX, privacy, or regulatory control work for business-critical applications.
• Experience in FinTech, banking, or mortgage operations.
• Familiarity with ServiceNow or a similar system of record for change, incidents, and request fulfillment.