Product Manager, Point of Sale

Role Description

As the Manager, Customer Experience you are a highly skilled operator who thrives at the intersection of technology, customer experience, and execution. You are equally comfortable leading complex enterprise implementations as you are diagnosing adoption challenges and guiding customers toward long-term success.

• Lead end-to-end implementation for enterprise customers, particularly those transitioning from legacy POS platforms into Maxwell’s ecosystem.
• Own post-signature onboarding, including discovery, workflow mapping, configuration, integrations, and go-live execution.
• Translate legacy mortgage workflows into optimized, scalable processes using Maxwell’s Blueprint Builder and automation tools.
• Configure and deploy integrations across key systems including pricing engines, credit, income and asset verification, eClose, and LOS-connected platforms.
• Drive change management efforts to support successful client migration, ensuring adoption across frontline users including loan officers, processors, and closers.
• Develop and deliver training, documentation, and enablement resources to support ongoing adoption and operational success.
• Identify workflow gaps and proactively recommend improvements leveraging Maxwell BI and automation capabilities.
• Serve as the primary escalation point for enterprise clients post-launch, managing enhancements, support needs, and ongoing optimization.
• Analyze client usage and adoption data to identify trends, risks, and opportunities for increased engagement and efficiency.
• Partner cross-functionally with Product and Engineering to resolve complex issues and influence roadmap priorities based on client feedback.
• Collaborate with Customer Success and Sales to support expansion opportunities through improved adoption and demonstrated value.

Qualifications

• 5–8+ years of experience in enterprise SaaS implementation, technical customer success, or mortgage technology onboarding.
• Strong understanding of mortgage workflows and systems such as ICE/Encompass, MeridianLink, and related third-party tools.
• Proven experience leading complex platform migrations and driving adoption across multiple stakeholders.
• Expertise in project management, including managing large-scale implementations across technical, operational, and executive teams.
• Experience creating scalable documentation and implementation frameworks tailored to different stakeholder audiences.
• Ability to analyze data and leverage business intelligence tools to inform client strategy and improve outcomes.
• Experience supporting or implementing AI-driven support tools or knowledge bases is a plus.
• Strong communication skills, with the ability to engage both technical and non-technical stakeholders effectively.

Benefits

• Salary Band: $110,000 – $130,000 (depending on experience and location).

Why This Role Is Different

• You will own implementations end-to-end for complex enterprise customers, not just a piece of the process.
• You will directly influence customer adoption, retention, and expansion through both technical execution and strategic guidance.
• You will operate across implementation, support, and long-term success—giving you full visibility into the customer lifecycle.
• You will partner closely with Product and Engineering, helping shape the future of Maxwell’s platform based on real customer needs.
• You will play a key role in modernizing how lenders operate in a rapidly evolving mortgage technology landscape.