Product Manager – Operations, Digital Client Experience

Role Overview

• Create, manage, and drive the overall product strategy and roadmap using Agile methodology, in partnership with product, strategy, business, operations, and stakeholder teams.
• Define product outcomes and OKRs to prioritize features and epics, breaking down work into actionable steps to support product discovery, design, development, and delivery.
• Oversee the full product lifecycle and guide the roadmap using OKRs, collaborating closely with Agile, experience design, technology, and risk partners to deliver impactful business and customer outcomes.
• Collaborate with stakeholders to define and prioritize customer-centric capabilities; own, write, refine, and manage the product backlog.
• Partner with teams across OPM, Operations, Chief Digital Office, Technology, Marketing, Finance, Analytics, Sales, and Enterprise CX to identify and deliver new client experiences that drive digital adoption.
• Ensure cross-functional representation throughout discovery, design, development, delivery, and assessment to deliver solutions that create customer and business value.
• Lead the end-to-end management of and delivery of enablement experiences across a diverse portfolio of multiple products, including Mortgage, HELOC, Auto Loans, Personal Loans, and Lines of Credit.
• Partner with relevant teams to assess and document the current state of digital experiences, uncover customer pain points, and identify opportunities for improvement.
• Conduct deep dives into customer pain points using journey maps and insights to inform product decisions and prioritize enhancements.
• Drive the identification, development, and delivery of onboarding and retention opportunities that create seamless and engaging customer experiences.

Requirements

• Bachelor's degree, or equivalent work experience
• Typically six or more years of related experience
• Self-directed and strong communicator with experience leading cross functional discussions, driving alignment, and ability to drive initiatives forward.
• Skilled in interpreting customer journey maps to identify pain points and inform product decisions
• Proven ability to collaborate with UX, design, research, and development teams to deliver features
• Experience delivering enhancements across onboarding and retention journeys for multiple digital products.
• Well-developed ability to develop and articulate a product vision that supports outcomes, value and prioritization of work
• Advanced understanding and demonstrated abilities in support of the Lean/Agile mindset
• Demonstrated leadership and interpersonal skills including ability to collaborate with and empower teams
• Standard industry certifications such as SAFe, CSPO, or PSPO are preferred

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law