Sr. Product Manager, Customer Experience

Gateless is a visionary, remote-first technology company solving impossible problems in mortgage automation. We combine deep industry knowledge with expert systems and next-generation AI to build products that materially improve how lenders and borrowers experience the mortgage process. 

Our team is curious, compassionate, and relentless about quality. We value clear thinking, strong judgment, and people who take ownership of complex problems end to end. 

The Role

As Senior Product Manager, Customer Experience, you will own the strategy, roadmap, and delivery of customer-facing products and features across the Gateless platform. 

While this role is focused on customer-facing experiences, the team works across the full product stack. You will collaborate closely with engineering and design partners to ensure that user-facing features are supported by scalable, reliable backend systems and data workflows. 

You’ll translate customer needs into cohesive, intuitive product experiences, while maintaining awareness of the system behavior, data dependencies, and workflows that power those experiences. This role requires strong product judgment, comfort working with technical teams, and the ability to reason about complex systems without losing sight of usability and customer outcomes. 

What You’ll Do

• Own Customer-Facing Product Strategy: Define and execute the roadmap for customer-facing features and workflows, aligning user needs with business goals and platform capabilities.
• Lead Discovery Across Teams: Partner with customers, engineering, design, and internal stakeholders to understand user needs, system constraints, and opportunities for improvement.
• Translate Needs into Clear Requirements: Write clear product and design requirements for user-facing features, workflows, and system behavior, ensuring shared understanding across teams. 
• Collaborate Cross-Functionally: Work closely with Engineering, Design, Customer Success, Sales, Partnerships, and Risk to deliver cohesive, end-to-end experiences.
• Balance UX and System Considerations: Make informed tradeoffs between usability, performance, scalability, and delivery timelines.
• Drive Execution: Manage backlogs, prioritize work, and support teams through planning, development, QA, and release.
• Use Data to Inform Decisions: Define and track metrics related to product usage and customer outcomes, using data to guide iteration and prioritization.
• Champion Customer Outcomes: Ensure customer feedback and real-world usage inform ongoing improvements and roadmap decisions.
• Lead Through Influence: Provide senior-level product leadership, helping establish best practices for discovery, documentation, and execution.

Your Skills

• Strong Product Fluency Across the Stack: Experience working on products that involve both user-facing features and underlying systems, data, or workflows.
• Customer-Centered Mindset: Able to understand customer needs and mental models and translate them into clear, usable product experiences.
• Experience Writing Design Requirements: Comfortable defining UI behavior, workflows, and interaction patterns in partnership with design and engineering.
• Systems-Oriented Thinker: Able to reason about how features interact with backend logic, data flows, and platform constraints.
• Data-Literate: Comfortable using data to understand usage patterns, identify issues, and measure impact.
• Clear Communicator: Able to articulate product decisions, tradeoffs, and requirements to a range of stakeholders.
• Pragmatic Decision-Maker: Balances customer experience, technical feasibility, and business value.
• Adaptable and Self-Directed: Thrives in evolving environments and takes ownership of ambiguous problem spaces.

Experience & Qualifications

• 7+ years of product management experience in enterprise SaaS or complex technology environments.
• Experience owning and delivering customer-facing products or workflows end to end.
• Demonstrated experience working closely with engineering teams on products involving backend systems or data dependencies. 
• Strong experience with agile development practices and tools such as JIRA.
• Experience using data (including SQL or analytics tools) to inform product decisions.
• Familiarity with APIs, data schemas, or system workflows preferred.
• Experience in mortgage or financial services preferred.