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Product Content Lead

Location: Lewisville, TX, United States
Req ID: 015976

Job Description

Description

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Check It Out!

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

You & the Role

You are a content expert (not a guru, ninja, priestess, or Jedi). UX/UI copy, articles, posts, infographics, video—everything from headlines to white papers. You can lead a team. You know how to build and manage systems and processes that improve our work and deliver value to both customers and the business. You are comfortable working in a complex financial services business and are a quick study of the arcane and frequently changing rules, requirements, and general nature of the highly-regulated mortgage servicing and financial product industry. And you deeply understand connected human experiences—how to create and use products that promote understanding and facilitate efficient use of web and mobile platforms to achieve customer needs and business goals.

You are a strategic thinker, a leader who can articulate a vision, develop comprehensive plans, and manage execution, but who will also dive into the details and produce work. In this role, you’ll lead a small, highly effective team of writers. As a key part of the design team in Mr. Cooper’s digital products group, your job is to ensure that our content is clear, accurate, and engaging. All of it. You’re likely editing this job description as you read it. Which is awesome. You will be responsible for ensuring that our content is optimized for search and also performs well, making it easier for people to self-serve online and apply for or access products through our website and mobile applications. And you’re cool with the Oxford comma. You don’t have to love it, but you will be responsible for making sure we use it consistently, along with other styles and precise technical copy.

NOTE: this position will be in the product group. While there are some shared marketing content responsibilities, our work is primarily focused on providing content that helps customers manage and apply for their mortgages. Our work provides support for the customer trying to figure out how to pay her mortgage or figure out what escrow analysis is.

Key Responsibilities

  • Manage content team, providing effective leadership that supports ongoing engagement and helps individuals meet personal and professional goals.
  • Help write, refine, and deliver briefs.
  • Establish and maintain communication priorities aligned with design and product leadership, and other key stakeholders.
  • Assist in development and ongoing analysis of broader product communication strategy.
  • Lead content development and management across digital/mobile products and product teams, ensuring that content is clear, accurate, engaging, relevant, search optimized, and compliant with legal and regulatory standards.
  • Coordinate messaging, content, and strategy across broader Mr. Cooper stakeholder teams. This will include, among other responsibilities:
    • Participating in communication coordination groups;
    • Meetings with business stakeholders to understand general servicing and originations priorities, as well as technical details related to product experiences.
  • Establish and lead effective quality control protocols for product content, including reviews, editing and other guidance to ensure that work is clear, accurate, relevant, and consistent with established styles.
  • Help manage legal and compliance approval process, including presentation, as appropriate.
  • Manage and contribute to the company’s blog, including article creation and updating, posting, owning content inventory, reviewing performance, and recommending changes in design and organization.
  • Assist in implementing customer research and testing initiatives, including performance of copy.
  • Design and manage systems to efficiently review existing content, identifying gaps, and otherwise syncing copy and other assets across touchpoints to deliver increasingly valuable customer experiences.
  • You will consistently promote a diversity of thinking and experience, ensuring that our work is inclusive and that we respect the fundamental human dignity of every person. This includes customers, other Mr. Cooper employees, and members of the community.

Experience, Knowledge, Skills, and Abilities

  • 7+ years of experience working with product, UX, marketing, or related technical content.
  • Previous leadership experience, preferably management of design team or other similar group that blends technical expertise with customer-centric creative approach.
  • Strong grasp of connected customer experiences—including experience design strategy and how content supports broader digital and mobile applications.
  • Experience in agile software development and knowledge of key principles of customer-centric design.
  • Exceptional communication skills, both written and verbal. The ability to write (and evaluate the work of others) concisely, with clarity on complex financial topics is essential.
  • Ability and willingness to effectively challenge assumptions, advocating for a greater understanding and better overall experience. This includes presenting the work internally and externally with key stakeholders.
  • Highly organized, with ability to create, manage, and improve systems for tracking all aspects of content creation, review/approval, and ongoing management.
  • Experience in financial services—particularly in the mortgage servicing industry, is preferred.
  • Bachelor’s degree or higher, with emphasis in English, Writing, Communications, Design, or related field required.

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

015976

Job Category:

Marketing & Communications

Primary Location City:

Lewisville

Primary Location Region:

Texas

Primary Location Postal Code:

75067

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Origination

Additional Posting Location(s):

Alternate Requisition:

No

Summary

This position will lead all content efforts in the product group, including team management; strategic content planning; day-to-day content development, editing, and ongoing evaluation; collaborating across stakeholder groups to ensure continuity of messaging and communications; and creation and ongoing management of content protocols and processes to ensure clarity, accuracy, and relevance fo product experiences for customers.
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