Digital Product Manager

Overview
Manages assigned digital products, services, platform, experiences and/or strategies. Develops the strategy or executes on the strategy defined for assigned digital products and services, including working with relevant business partners to create the design, development, implementation, marketing and ongoing support for the product or service. Ensures projects, products or services follow existing Department processes and procedures.

Primary Responsibilities

Responsible for overall oversight of assigned digital products, services, or platform and delivery of products on a platform.

Optimizing the products to drive greatest value to the business.

Drive the commercialization (sale and adoption) of the products to increase adoption and utilization, connecting to Segment and Journey goals. Includes marketing plans.

Identify and implement solutions for line of business’ strategic and growth needs leveraging technical capabilities of your product.

Create a vision for your product(s) helping to set strategy and influence the work of the segments, journeys and delivery teams.

Act with ownership and independence, leveraging data and voice of the customer insights to drive the product and product strategy, and managing and influencing stakeholders at all levels.

Lead design, customer journey mapping and other product/project sessions.

Ensure that process maps are up to date with how the products and features function.

Connect journeys across digital, and with other channels.

Provide ongoing support and resolution of issues with digital products or services.

Manage issues attributed to your product to ensure resolution, including managing existing issue escalations where product expertise is needed and customer outreach or communications when warranted.

Support incident management and act as the initial contact for severity incidents on a rotation with all product managers.

Track and manage key performance indicators (KPIs) for assigned digital products or services.

Formally report on key data monthly for the previous month in the Health of the Product (HOP) report.

Frequently review available data (e.g., Qualtrics, Vendor, QM, Tableau, etc.) to ensure products are functioning as expected.

Conduct a business review at least once a quarter (QBR).

Understand and manage product risk, including all phases a product may be in and all pillars of risk to protect the Bank.

Optimize security and risk to achieve best customer experience and reduce cost to the business.

Serve as lead liaison for assigned digital product, service or platform in understanding the product, service, platform, or industry roadmap and how this will inform the Bank’s strategy and roadmap.

Act as a thought leader by understanding industry trends, customer usage, and vendor landscape; document and provide perspectives on vendors comparing current vendors to other market solutions.

Understand quality of product offering relative to the industry and identify opportunities for differentiation and strategic focus.

Identify frequent customer pain points and experience detractors to influence vendor management / prioritization of work by scrum teams.

Manage vendor relationships to drive cost efficiency, achieve SLAs, and negotiate contracts.

Gather and synthesize product insights (performance, trends, industry and customer insights) to manage existing assets and inform product evolution and strategies.

Partner with stakeholders to understand how products affect their functions and identify solutions for strategic needs.

Provide training and mentoring to less experienced team members.

Ensure role coverage is maintained for times like PTO.

Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite; design, implement, maintain and enhance internal controls to mitigate risk.

Promote an environment that supports diversity and reflects the Bank’s brand.

Maintain internal control standards, including timely implementation of internal and external audit points and addressing issues raised by external regulators as applicable.

Complete other related duties as assigned.

Education and Experience Required

Bachelor's degree and a minimum of 4 years’ digital, marketing, product management, financial, operations and/or project management experience, or in lieu of a degree, a combined minimum of 8 years’ higher education and/or work experience, including a minimum of 4 years’ relevant experience.

Strong interpersonal skills

Strong verbal and written communication skills

Strong analytical skills

Excellent critical thinking skills

Excellent problem-solving skills

Education and Experience Preferred

Master's degree

Experience with process mapping or customer journey mapping

Knowledge of how to write technical and business documentation

Experience working on digital technology projects

Previous financial services industry experience

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