Senior Manager, PenFed Home Strategy

Overview

PenFed is hiring a (Hybrid) Senior Manager, PenFed Home Strategy at our San Antonio, Texas or Phoenix, Arizona location. The primary purpose of this position is to own, build, monitor, and continuously evolve PenFed Home's mortgage digital storefront and web page experience across penfed.org. This role will serve as the business product owner for mortgage web pages supporting purchase, refinance, home equity, home buying, tools/resources, and campaign landing experiences. By combining the financial strength of PenFed Credit Union with the real estate expertise of PenFed Realty, we are reimagining the home buying experience to deliver unique, member-focused advantages grounded in our credit union values. The Sr. Manager will translate mortgage business goals, member needs, sales feedback, marketing priorities, analytics insights, and compliance requirements into clear page strategies, content requirements, component needs, launch plans, and optimization roadmaps. This individual will work with Sales, Marketing, Product, IT, Data & Analytics, Legal, Compliance, PenFed Realty, and external agencies to deliver high-quality digital experiences from concept through launch and ongoing performance improvement. The ideal candidate is a strategic builder and cross-functional leader who thrives at the intersection of innovation, collaboration, and execution.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Own the mortgage digital product roadmap for PenFed Home web pages, including purchase, refinance, HELOC, VIB, home buying, product-specific pages, tools/resources, and campaign landing pages.
• Champion an AI-first approach to experience design by leveraging artificial intelligence, predictive analytics, and automation to anticipate member needs, personalize engagement, and streamline processes across the homeownership journey.
• Architect end-to-end digital experiences that connect PenFed Mortgage, Realty, and Insurance into a single, frictionless member journey integrating digital, human, and AI-driven touchpoints.
• Identify, test, and implement next-generation tools and capabilities including AI agents, data-driven personalization, and process automation to elevate member satisfaction, conversion, and retention.
• Use Salesforce Experience Cloud, Experience Builder, Salesforce CMS, and approved reusable components to create, update, preview, test, and publish mortgage digital experiences in partnership with technology and governance teams.
• Define page requirements, user flows, content hierarchy, calls to action, personalization opportunities, disclosure needs, and acceptance criteria for mortgage web pages and related digital journeys.
• Partner with Mortgage Sales, Marketing, PenFed Realty, Product, Operations, IT, UX, SEO/GEO, Legal, Compliance, and Business Controls to ensure web pages support business priorities, sales readiness, member education, regulatory requirements, and brand standards.
• Support seamless integration of third-party partners including Realty, Insurance, and Home Services into the PenFed Home digital ecosystem, using APIs and AI orchestration to ensure cohesive delivery.
• Translate performance insights into an ongoing optimization backlog, including content updates, CTA changes, page flow improvements, component enhancements, A/B or multivariate test concepts, and new digital capability requests.
• Define, track, and report page-level KPIs such as traffic, engagement, bounce/exit behavior, lead starts, form completions, application starts, application conversion, call volume, SEO/GEO performance, compliance cycle time, and speed-to-market.
• Maintain strong governance over mortgage web content, ensuring pages are current, accurate, member-friendly, and compliant with applicable mortgage regulations, and aligned with PenFed brand standards.
• Coordinate digital launch readiness for new or updated mortgage pages, including requirements documentation, stakeholder review, UAT, mobile/desktop preview, content validation, disclosure confirmation, analytics tagging, and post-launch monitoring.
• Create and maintain page standards, component usage guidance, content intake processes, publishing workflows, and documentation that enable repeatable, business-led management of mortgage digital experiences.
• Stay current on mortgage digital experience trends, Salesforce website capabilities, AI/search visibility, web personalization, lead-generation best practices, AI usage and competitor experiences to inform the evolution of PenFed Home's digital storefront.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor's Degree in a related field.
• Minimum of eight (8) to ten (10) years of experience in digital product management, website experience management, digital marketing technology, or consumer-facing digital channel ownership, preferably within mortgage, home lending, banking, fintech, or another regulated financial services environment.
• Demonstrated experience in building integrated, go-to-market strategies that leverage digital, marketing, and/or AI.
• Minimum of two (2) years of direct management experience or demonstrated experience leading cross-functional digital delivery teams, workstreams, or vendor partners.
• Hands-on or business-owner experience with Salesforce Experience Cloud, Experience Builder, Salesforce CMS, Salesforce Marketing Cloud, Salesforce CRM, or similar enterprise website/content management tools strongly preferred.
• Demonstrated experience building, launching, monitoring, and optimizing web pages or digital journeys that support lead generation, application starts, conversion, member education, sales enablement, and campaign performance.
• Strong understanding of mortgage products, mortgage customer journeys, digital funnel metrics, web analytics, SEO/GEO considerations, content governance, regulatory disclosure requirements, and compliant financial services marketing practices.
• Excellent written communication skills with ability to consolidate complex topics and detail into digestible and actionable content for Executive presentations.
• Experience working in a fast-paced dynamic environment while carrying multiple projects and managing different and often competing priorities.
• Excellent communications, conflict management, and negotiation skills.
• Must possess a strong work ethic and be an enthusiastic team player.
• Self-starter with the ability to work collaboratively, prioritize, and meet deadlines.
• Experience in financial services or highly regulated industries a plus.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

The ability to travel to various worksites and be on-call may be required.

Pay Transparency
The anticipated starting salary range for this role is $84,700.00 - $159,374.00
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.

#LI-Hybrid