5–7 years of Product Management or Product Ownership experience, ideally within mortgage, fintech, or complex customer servicing environments.
Demonstrated experience with AI/ML products, specifically conversational AI, Large Language Models (LLMs), and deep prompt engineering strategies within an enterprise AWS environment.
Proven ability to design multi-agent or complex state-machine conversational architectures.
Strong analytical background with a track record of building effectiveness dashboards, running A/B tests, and utilizing AI-specific metrics, such as hallucination tracking and prompt latency, to drive improvements.
Ability to translate complex business logic into precise technical configurations and natural language flows.
Exceptional leadership and stakeholder management skills.
Responsibilities
Lead the overall product vision for conversational AI agents, owning the company-wide persona, brand voice, and overarching prompt strategy.
Architect the multi-agent orchestration layer, defining how primary routing agents interpret user intent and hand off tasks to specialized, domain-specific sub-agents. Establish logic boundaries, tool access, and context parameters for each sub-agent.
Continuously develop, test, and tune complex system prompts, system instructions, and few-shot examples. Optimize prompts across the AWS tech stack to balance conversational quality, token efficiency, and response latency.
Establish robust tracking frameworks to measure prompt and agent efficacy at a granular level. Monitor hallucination rates, contextual accuracy, task completion and containment rates, and user drop-off to drive continuous prompt optimization cycles.
Serve as the central orchestrator across CDL/Sales, Servicing, and Fulfillment teams to negotiate and refine business requirements, ensuring parallel development without technical bottlenecks.
Define the Golden Dataset of test scenarios for engineering's automated LLM-as-a-judge evaluation pipelines. Oversee structured A/B testing initiatives and data analysis to iteratively optimize agent responses against baseline configurations.
Define product strategy and track ROI by aligning AI agent performance to key business KPIs, including Customer Satisfaction (CSAT) and Average Handle Time (AHT).
Partner with the engineering team to integrate prompt designs with core infrastructure, latency management pipelines, and real-time safety guardrails.
PENNYMAC
Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.
At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.
A Typical Day
We are seeking a Product Owner to serve as a prompt-development focused leader for Pennymac's conversational AI initiatives. Operating within a Federated Hub-and-Spoke model, you will sit at the orchestration level across work teams to own the company-wide prompt and persona strategy. Partnering closely with the core engineering team (the "Hub") and leading a team of Product Analysts, you will drive the parallel development and deployment of voice AI agents across CDL/Sales, Servicing, and Fulfillment.
The Product Owner will:
Lead the overall product vision for conversational AI agents, owning the company-wide persona, brand voice, and overarching prompt strategy.
Architect the multi-agent orchestration layer, defining how primary routing agents interpret user intent and seamlessly hand off tasks to specialized, domain-specific sub-agents (e.g., specific agents for Sales vs. Servicing vs. Fulfillment). Establish the logic boundaries, tool access, and context parameters for each sub-agent.
Continuously develop, test, and tune complex system prompts, system instructions, and few-shot examples. Optimize these prompts across the AWS tech stack to balance conversational quality, token efficiency, and response latency.
Establish robust tracking frameworks to measure prompt and agent efficacy at a granular level. Monitor specialized metrics such as hallucination rates, contextual accuracy, task completion/containment rates, and user drop-off to drive continuous prompt optimization cycles.
Serve as the central orchestrator across CDL/Sales, Servicing, and Fulfillment teams to negotiate and refine business requirements, ensuring parallel development without technical bottlenecks.
Define the "Golden Dataset" of test scenarios to feed into engineering’s automated LLM-as-a-judge evaluation pipelines. Oversee structured A/B testing initiatives and data analysis to iteratively optimize agent responses against baseline configurations.
Define product strategy and track ROI by aligning AI agent performance to key business KPIs, including Customer Satisfaction (CSAT) and Average Handle Time (AHT).
Partner with the engineering team to integrate prompt designs with the core infrastructure, latency management pipelines, and real-time safety guardrails.
What You’ll Bring
5–7 years of Product Management or Product Ownership experience, ideally within mortgage, fintech, or complex customer servicing environments.
Demonstrated experience with AI/ML products, specifically conversational AI, Large Language Models (LLMs), and deep prompt engineering strategies within an enterprise AWS environment.
Proven ability to design multi-agent or complex state-machine conversational architectures.
Strong analytical background with a track record of building effectiveness dashboards, running A/B tests, and utilizing AI-specific metrics (e.g., hallucination tracking, prompt latency) to drive improvements.
Ability to translate complex business logic into precise technical configurations and natural language flows.
Exceptional leadership and stakeholder management skills.
Why You Should Join
As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include:
Comprehensive Medical, Dental, and Vision
Paid Time Off Programs including vacation, holidays, illness, and parental leave
Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
Retirement benefits, life insurance, 401k match, and tuition reimbursement
Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:
Lower in range - Building skills and experience in the role
Mid-range - Experience and skills align with proficiency in the role
Higher in range - Experience and skills add value above typical requirements of the role
Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.