Lead Product Manager, Customer Experience

Description

The company is rebuilding the US mortgage market, a $13T system that underwrites the middle class, yet each loan is still assembled by hand.

Its platform turns loan origination into a single API. Publicly traded companies and the largest originators already build on it, and revenue grows every month.

Investors include Peter Thiel, Conversion Capital, QED, Citi, Fifth Wall, and the founders of Ramp, Blend, and Mercury.

Most of the team are former founders. People here have high agency, hold strong views, and deliver results without being told what to do. They move fast, challenge each other directly, and own outcomes. The work is demanding, and the team believes it pays off.

This Lead Product Manager role owns the customer experience: the borrower application, the borrower dashboard, and the loan officer experience. It is where customers see what the platform can do, whether they use the interfaces directly or embed them in their own products. The aim is to make a mortgage feel simple, so borrowers always know where they stand and what comes next, and loan officers spend their time helping people rather than handling paperwork.

Responsibilities

• Set the direction for every borrower and loan officer experience, align product, design, and engineering behind it, and help the team grow as it scales
• Own the roadmap for the borrower application, the borrower dashboard, and the loan officer experience
• Shape the application so it asks only what is needed, fills in what it can automatically, and gets borrowers to a decision faster than anyone else
• Keep borrowers informed through the whole loan, covering status, next steps, open items, documents, disclosures, and closing, so they never need to call to ask
• Design the loan officer experience around their core work: managing the pipeline, talking with borrowers, running pricing scenarios, and resolving issues quickly
• Make every experience configurable and brandable so customers can offer it under their own name
• Own the funnel, including conversion, drop-off, time to submit, time to close, and satisfaction, and run experiments to improve it
• Build disclosures, consent, adverse action notices, and accessibility into the experience while keeping it clear for users
• Work closely with design and engineering and hold a high bar for quality, speed, and reliability on web and mobile
• Write and ship production code yourself, prototyping ideas in real code and fixing small problems directly instead of filing tickets
• Work with the Agent Platform team to bring AI into the experience where it genuinely helps borrowers and loan officers
• Work with GTM and Account Management to support deals and help customers succeed
• Use AI in your everyday work

Requirements

• Hold strong opinions, defend them, and explain your reasoning when challenged, while changing your mind when shown you are wrong
• Be ruthless about priorities: focus on what improves the experience most and say no to good ideas that arrive at the wrong time
• Be comfortable in a heavily regulated market where compliance is non-negotiable, working with regulators to get better outcomes for borrowers
• Care deeply about borrowers, loan officers, and the lenders who serve them, and notice the small details others miss
• Default to software over manual work: treat any human step in backend mortgage processing as a bug, log temporary workarounds, and push for the real fix
• Build real relationships with design, engineering, customers, and loan officers to get results
• Generate ideas about the product and the team, and act on them
• Learn mortgages quickly enough to sound like you have spent 20 years in the industry
• 4+ years as a product manager on customer-facing products
• Have owned and scaled consumer or end-user products that clearly improved conversion, engagement, or satisfaction
• Have strong design sense, work well with designers, and prototype your own ideas with AI tools
• Write code and commit to a production codebase, especially on the frontend
• Have worked on complex multi-step flows such as onboarding, applications, or checkout, ideally in financial services
• Have built B2B2C or white-label products used by both businesses and their customers
• Make decisions with data: run experiments, analyze funnels, and write SQL
• Have done user research with both consumers and professional users
• Have built 0-1 products in a regulated industry
• Not expected to be a mortgage expert on day 1, but over time you will need to become one of the most trusted mortgage experts on the team

Conditions

You must live in Palo Alto (CA) or New York City, or be willing to relocate to one of them