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Technical Product Owner — AI

Location: Location: Hybrid - Irvine, CA  

Mutual of Omaha is a Fortune 300 Company. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees.   
 
Mutual of Omaha Mortgage is a full-service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below!  

Mutual of Omaha Mortgage is hiring a Technical Product Owner — AI to own the performance and lifecycle of our AI products. This is a hands-on, technical role for someone who can take AI products from 0-to-1: scoping the problem, shaping prompts, partnering with engineering and data, instrumenting outcomes, and driving measurable lift on conversion, containment, and customer experience metrics. You will sit on the AI Initiatives team and own a portfolio that spans voice and SMS AI agents, agent-assist tooling, and the data and observability foundation that keeps them performant. 

Roles & Responsibilities: 

• Define, instrument, and report on KPIs for each AI product — including containment rate, goal completion, AI resolution rate, conversion, drop-off, and revenue attribution 
• Run weekly performance reviews on live AI products; identify regressions, root-cause them across prompt, model, data, and integration layers, and drive fixes to closure 
• Build and maintain QA sampling frameworks and call/conversation review processes; turn qualitative findings into prompt and flow changes 
• Take new AI use cases from concept to production: write the PRD, define success metrics, scope the MVP, partner with engineering and vendors on build, and lead the launch 
• Run structured POCs (typically 30–90 days) with clear hypotheses, evaluation rubrics, and go/no-go criteria 
• Own vendor evaluations end-to-end — requirements, scoring, reference checks, contract input, and onboarding through the EVMP and AI governance processes 
• Author, version, and tune prompts for voice agents, SMS agents, and assistive AI tools across the customer and loan officer journeys 
• Design and run prompt evaluations: build eval sets from real conversations, score outputs against rubrics, and iterate systematically rather than anecdotally 
• Translate operational requirements (compliance disclosures, escalation rules, brand voice, edge cases) into prompts, tools, and guardrails the model will actually follow 
• Write production-quality SQL against Databricks, Salesforce, Encompass, and call/conversation log sources to investigate performance, build dashboards, and answer ad-hoc questions 
• Partner with data engineering on the schemas, pipelines, and event tracking needed to measure AI product performance 
• Read API documentation, debug integrations, and reason about call flows, webhooks, and tool-use patterns at a level where you can have a substantive conversation with engineers 
• Serve as the single point of accountability for assigned AI products: align stakeholders across Sales, Operations, Compliance, Legal, and Engineering 
• Contribute to AI governance reviews and ensure products meet NIST AI RMF expectations and applicable state AI law requirements 

Required Qualifications: 

• 5+ years in technical product management, product ownership, or a comparable applied AI/ML product role, including direct ownership of a production AI or ML product’s performance metrics 
• Demonstrated 0-to-1 experience — you have shipped at least one product from blank-page concept to live, measured users, and can speak credibly about what worked, what failed, and why 
• Hands-on prompt engineering — you have written, evaluated, and iterated on production prompts for LLM-based products (chat, voice, SMS, agent-assist, or similar) 
• Strong SQL — comfortable writing multi-table joins, window functions, and CTEs without help; can pull and analyze your own data on Databricks, SQL Server, or equivalent 
• Data fluency — comfortable with funnels, cohort analysis, and basic statistical reasoning; able to build a dashboard or explanatory chart yourself 
• Technical literacy — you can read REST API docs, trace a webhook, and discuss system design with engineers without needing translation 
• Operating rigor — strong written communication, structured PRDs, clear success criteria, and a track record of holding yourself and your partners to measurable outcomes 
• Salesforce experience — hands-on experience working with Salesforce as a product owner, admin, or power user; comfortable with objects, flows, reports, and SOQL 
• Mortgage industry experience — direct experience with mortgage operations, loan origination, or servicing (HECM/reverse, forward, or related) 

Preferred Qualifications: 

• Experience with conversational AI platforms (Bland AI, ElevenLabs, Twilio, Five9, or similar) and contact center architecture 
• Startup or early-stage product experience — comfort operating in ambiguity, building from scratch, and moving fast without heavy process 
• Familiarity with Databricks and the Lakehouse/Medallion data architecture pattern 
• Familiarity with NIST AI RMF and U.S. state AI law landscape (Colorado, Texas, California, Utah) 

Mutual of Omaha Mortgage is an Equal Opportunity Employer, and we encourage diverse, talented, qualified applicants to apply. We offer an extensive compensation package. Benefits include:   

• Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.   
• Paid Sick Time — 40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed.   
• 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)   
• Multiple PPO Medical Plans, as well as HDHP eligible plan.   
• Dental Coverage   
• Vision Coverage   
• Company Paid Life Insurance   
• 401K with a generous employer match   
• Additional Benefits including – Optional Life, FSA, Pet Insurance etc.   
• Free Legal Services   
• Employee Loan Program   

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