Job Purpose

ICE Mortgage Technology is looking for a senior product manager to own two connected pillars of our servicing digital AI experience: One Admin, the centralized configuration platform that powers delegated actions, knowledge base entries, feature flags and feature properties, and MSPai, the conversational intelligence and AI governance layer behind our servicing digital chatbot and customer service AI capabilities. This role sits at the center of how borrowers and servicers experience AI across the platform, and is accountable for making sure new capabilities are configured correctly, behave safely and scale cleanly across clients.

The ideal candidate is comfortable moving between configuration level detail and platform level strategy, partners naturally with engineering, UX and compliance, and treats governance as a product capability rather than a checkbox.

Responsibilities

• One Admin platform ownership
  • Own the roadmap and configuration model for One Admin, including delegated actions, knowledge base entries, feature flags and feature properties.
  • Partner with engineering to define delegated action structures, resolve intent disambiguation conflicts and prevent over triggering or misrouting.
  • Set configuration governance standards across development, UAT and production environments, and lead remediation when environments drift out of sync.
  • Translate client requirements into One Admin configuration, delegated action updates and knowledge base content ahead of client go lives.
  • Write and prioritize detailed user stories, configuration diffs and acceptance criteria for engineering and QA.
• MSPai conversational intelligence
  • Own the product roadmap for MSPai's conversational intelligence capabilities that power the servicing digital chatbot and customer service AI experiences.
  • Define requirements for intent routing, goal level navigation and fallback handling to deliver a consistent, reliable borrower experience.
  • Partner with UX, engineering and compliance to expand chatbot coverage across servicing scenarios such as payments, payoff, recast, refinancing and hardship support.
  • Prioritize and drive resolution of chatbot accuracy issues, including intent conflicts, mis-triggered responses and fallback messaging gaps.
• AI governance
  • Establish and maintain AI governance practices covering content, configuration and model behavior across the servicing AI product suite.
  • Own the compliance review workflow for borrower facing AI content, coordinating sign off with compliance stakeholders before release.
  • Define guardrail testing coverage across sensitive risk categories, including hardship, legal advice and prompt injection, and track results over time.
  • Monitor for configuration and content drift across environments and clients, and lead cross functional efforts to close identified gaps.
  • Maintain documentation and audit trails that support internal and regulatory review of AI driven servicing interactions.

Knowledge and Experience

• Bachelor's degree or equivalent experience, with 6 or more years of product management experience.
• Comfortable with owning configuration heavy platforms, admin tools or workflow engines in a B2B or fintech setting.
• Experience in mortgage servicing, mortgage technology or financial.
• Demonstrated ability to write detailed requirements, user stories and acceptance criteria for engineering and QA teams.
• Strong cross functional collaboration skills, with experience partnering closely with compliance, legal, UX and engineering.
• Comfort operating at both a strategic roadmap level and a detailed configuration or data level.

Preferred Knowledge and Experience

• Comfortable with conversational AI, chatbots, natural language understanding or intent based routing systems.
• Familiarity with AI governance, responsible AI or model risk management frameworks.
• Experience supporting client facing deployments or go lives in a regulated industry.
• Experience with tools such as Azure DevOps for backlog and story management as well as using Claude to establish ADO stories.

What Success Looks Like

• One Admin configuration changes are accurate, well governed and consistent across development, UAT and production environments.
• The servicing digital chatbot resolves borrower intents reliably, with strong guardrail performance across sensitive topics.
• Compliance review of AI content is efficient, well documented and consistently applied across products and clients.
• Client deployments launch on schedule with configuration, knowledge base and delegated action work completed and tested ahead of go live.

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