Incident Manager responsible for managing production incidents and coordinating support teams in B2B SaaS. Working closely with R&D and Cloud operations to ensure customer satisfaction and issue resolution.
About the role
- General Manager overseeing Home Secured Lending product strategy at Best Egg. Leading all aspects of business, including P&L management and customer engagement.
Responsibilities
- Accountable executive for the Home Secured Loan P&L – including setting revenue goals, managing investments, and optimizing costs.
- Define the product strategy and customer experience - Develop a 3+-year vision aligned with Best Egg’s broader strategic goals.
- Design a digital-first low-friction customer experience that differentiates Best Egg from traditional home equity lending.
- Adjust strategy dynamically based on market performance, competitive trends, and data insights.
- Leverage customer insights and design thinking to define a differentiated value proposition across multiple customer segments.
- Identify and prioritize expansion opportunities such as HELOCs, home improvement loans, and hybrid lending products.
- Launch and operationalize the business
- Create end to end customer journeys – from application and underwriting to servicing and repayment.
- Lead go-to-market strategy, including MVP definition, launch timelines, and multi-state rollout.
- Build or partner to establish infrastructure for underwriting, collateral valuation, title verification, closing and servicing.
- Develop multi-year forecasts and manage key financial and operational KPIs.
- Collaborate with Marketing, Credit, and Capital Markets to refine acquisition, pricing, and loan funding strategies.
- Partner with legal, compliance, and operations to ensure adherence to all applicable regulations and state-specific requirements.
- Collaborate with Capital Markets and Investor Relations to align product features and risk profiles with investor expectations.
- Determine appropriate resource allocation (dedicated vs. shared, internal vs. vendor)
- Lead a high-performing cross-functional leadership team across Product, Risk, Marketing, Operations, and Technology
- Foster a culture of collaboration, innovation and accountability.
- Mentor and empower team members to operate with ownership, speed and excellence.
- Manage external stakeholder relationships
- Build and maintain relationships with partner banks, servicers, and compliance advisors.
- Serve as an external advocate for Best Egg’s Home Secured Lending initiative, enhancing brand credibility in the market.
Requirements
- Education - Bachelor’s degree required; MBA or advanced degree preferred.
- 10+ years of experience in consumer lending, preferably in mortgage, HELOC, or home equity products.
- Proven success in P&L ownership and launching or scaling secured lending products.
- Deep knowledge of lending regulations and compliance across secured consumer credit.
- Experience digitizing manual lending processes, such as title verification and closing workflows.
- Strong experience managing third-party vendors and complex partner ecosystems.
Benefits
- In addition to semi-monthly salary payments, this position is also eligible for an annual incentive bonus based on individual and company performance.
- Yearly incentive bonus target 40% of base salary.
- This position may also be eligible for a long-term cash incentives.
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