Senior Manager, PenFed Home Strategy
Job Overview
PenFed is hiring a (Hybrid) Senior Manager, PenFed Home Strategy at our San Antonio, Texas; Irving, Texas or Phoenix, Arizona location. The primary purpose of this position is to lead innovation, development, delivery, and continuous improvement across the PenFed Home Experience. This role will oversee the end-to-end experience strategy for a portfolio of home buying and home financing journeys. By combining the financial strength of PenFed Credit Union with the real estate expertise of PenFed Realty, we are reimagining the home buying experience to deliver unique, member-focused advantages grounded in our credit union values. As the architect of their designated experience, the Sr. Manager will collaborate closely with cross-functional partners, including Sales, Marketing, Operations, PenFed Realty, Data & Analytics, IT, Legal, Compliance, and external agencies, partners, and vendors to design and deliver seamless, technology-enabled solutions. This individual will be responsible for architecting experiences that remove friction and create a truly integrated, end-to-end homeownership journey. The ideal candidate is a strategic builder and cross-functional leader who thrives at the intersection of innovation, collaboration, and execution.
Responsibilities
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.
- Develop and execute the strategic roadmap for designated home buying and home financing experiences within the PenFed Home ecosystem, aligning to enterprise goals and member needs.
- Champion an AI-first approach to experience design by leveraging artificial intelligence, predictive analytics, and automation to anticipate member needs, personalize engagement, and streamline processes across the homeownership journey.
- Architect end-to-end experiences that connect PenFed Mortgage, Realty, and Insurance into a single, frictionless member journey integrating digital, human, and AI-driven touchpoints.
- Identify, test, and implement next-generation tools and capabilities including AI agents, data-driven personalization, and process automation to elevate member satisfaction, conversion, and retention.
- Use data insights, sentiment analysis, and journey analytics to capture the “voice of the member,” identify pain points, and drive enhancements that reflect real-world member behavior.
- Partner with Product, IT, and Data teams to enhance digital platforms (web, mobile, CRM, and automation tools) supporting the PenFed Home experience, ensuring AI capabilities are embedded into member-facing and backend systems.
- Define and track KPIs such as member satisfaction (CSAT/NPS), digital adoption, lead conversion, and operational efficiency; apply AI-powered analytics to measure and optimize performance in real time.
- Ensure all experiences uphold PenFed’s brand, compliance, and regulatory standards while maintaining data integrity, security, and ethical AI practices.
- Support seamless integration of third-party partners including Realty, Insurance, and Home Services into the PenFed Home digital ecosystem, using APIs and AI orchestration to ensure cohesive delivery.
- Lead alignment, communication, and training initiatives to ensure successful rollout, adoption, and continuous improvement of new AI-enabled experiences.
- Stay ahead of market trends in digital experience, mortgage technology, and applied AI to maintain PenFed Home’s position as an industry leader in homeownership innovation.
Qualifications
Equivalent combination of education and experience is considered.
- Bachelor’s Degree in a related field.
- Minimum of ten (10) years of experience in product strategy management (inclusive of technical development) of consumer products.
- Minimum of two (2) years’ direct management experience.
- Demonstrated experience in building integrated, go-to-market strategies that leverage digital, marketing, and/or AI.
- Demonstrated strategic analysis skills with an ability to map an understanding of business drivers.
- Excellent written communication skills with ability to consolidate complex topics and detail into digestible and actionable content for Executive presentations.
- Experience working in a fast-paced dynamic environment while carrying multiple projects and managing different and often competing priorities.
- Excellent communications, conflict management, and negotiation skills.
Must possess a strong work ethic and be an enthusiastic team player.
Self-starter with the ability to work collaboratively, prioritize, and meet deadlines.
Experience in financial services or highly regulated industries a plus.
Supervisory Responsibility
This position will supervise employees.
Licenses and Certifications
There are no additional certifications required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
The ability to travel to various worksites and be on-call may be required.
#LI-Hybrid
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935.
Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.
With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.
