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Customer Intelligence Program Manager - New York City, NY 

About the Organization Since 1983, Embrace Home Loans, Inc. (formerly Advanced Financial Services) has been a direct-to-consumer originator of residential mortgage loans. Headquartered in Middletown, Rhode Island and employing over 800 people, Embrace currently originates business across 46 states.

Embrace Awards & Recognitions
Best Small & Medium Companies to Work for In America (GPTWI) 2012, 2011, 2009, 2008, 2007, 2005, 2004
INC 5000 Fastest Growing Private Companies in America (Inc. Magazine): 2013, 2012, 2011, 2010, 2007
Best Places to Work in Rhode Island (PBN): 2016, 2015, 2014, 2013, 2012, 2011, 2010, 2009, 2008, 2007, 2006
Business Excellence Award for Community Involvement (PBN): 2006


This program manager will coordinate all database, marketing automation and CRM implementations for Embrace Home Loans. This role will work closely with the project leads to ensure tasks are articulated and executed in a timely and high quality manner. This includes: project planning, documentation and mapping, milestone tracking, status communication and facilitation of appropriate parties. In addition, the program manager helps to create shared accountability and takes corrective action steps to ensure project work streams remain on track. Manages project delivery to ensure that it meets all scope, timelines, budget and quality expectations, through planning, controlling and managing customer projects. Facilitates needs assessment and the development of recommended project control solutions to be used for scheduling, and tracking projects through integration of various Project Management tools. Manages all project economics to include monitoring actuals from a budget resourcing perspective, and project staffing requirements. Controls project requirements, scope, risks and change management issues. Establishes appropriate metrics for measuring key project criteria. Undertakes status review meetings among project team members and clients. Manages team members to accomplish project goals, to meet established schedules, and resolve technical/operational issues.


  • Owns project management methodology for all projects and this includes any project tracking or project management software such as teamwork's or other similar tools.

  • Integrate waterfall and agile project methodologies

  • Ensure best practices in project management are applied for example clear statements of project objectives and goals.

  • Maintains project planning and tracking infrastructure, documentation and communications plans.

  • Ensures policies and procedures are adhered to in the management of all projects.

  • Maintains detailed project schedules, milestones, RACI's and other project status related documents.

  • Communicates any road blocks on the critical path to project success.

  • Holds team accountable for agreed upon interventions laid out in the master project plan and RACI.

  • Assist in the formulation of project level business cases and linkages to business benefits.

Position Requirements
  • Project Management Certification or equivalent work experience in a PMO or Technology or BI project role.

  • Applies experience and subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems / projects of diverse complexity and scope.

  • Flexibility to work off hours during project deliverables and support

  • Excellent attention to detail is a must.

  • Facilitation and Collaboration skills both internal and externally are a must for this high-profile project role.The individual goes the extra mile to help the teams and the business even if the exact problem is not in his/her leadership purview.

  • Knowledge of information reporting related to financial services data
    Experience with Microsoft Project or other scheduling tools
    Experience with SLC processes and documentation (project plans, implementation plans, issue logs and financial plans. Etc.)

  • 5+ years of project management experience in a technical or data driven field supporting Marketing, Business Intelligence, or Customer Experience.Financial Services and Mortgage/Lending experience preferred.

  • 3+ years of experience leading BI or Related KM or IT projects
    2+ years of experience in Financial Services or similar very data driven industry.

  • Outstanding Communication skills with a proven track record of achievement managing complex technology, analytics or marketing initiatives.

  • Knowledge of Project Success methods

  • Knowledge of Agile Project Management Methodology

  • Day to Day Matrix and Third Party Supplier management is vital for this role.

  • Bachelor’s degree required, Master Degree Prefer.

Initial and Ongoing Projects:

  1. This role will lead work streams and project related to Database Development, Campaign Management, CRM and Modeling and Reporting will be performed.
  2. Lead efforts to gather business and data requirements as well as other technical specifications.
  3. Assist with ongoing efforts to continually improve CDO/Marketing and other processes: improve cycle time, demand time and return on investment in our valuable Database and Digital asset investments.

Health Benefits:

  • Medical, Dental and Vision Coverage

  • Company-paid Life & Long-term Disability Insurance

  • Voluntary Life & Short-term Disability Insurance

  • 401(k) Automatic Enrollment, first of the quarter, following your six month anniversary

  • Flexible Spending Accounts

  • Employee Assistance Plan

    *Medical, Dental, and Life benefits commence on the first of the month following the date of hire.

    Embrace Home Loans, Inc. is an Equal Opportunity Employer

Full-Time/Part-Time Full-Time  
Created By Connie Rybacki  
Exempt/Non-Exempt Exempt  
Location New York City, NY  

This position is currently not accepting applications.

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