Product Director - Manage & Service

Ignite your passion for product innovation by leading customer-centric development, inspiring solutions, and shaping the future with your strategic vision and influence. Step into a role where you set the digital self-service strategy and directly shape how customers manage their banking relationship. You will lead a newly formed product group, partner with senior leaders, and deliver measurable outcomes at scale. Here, your platform leadership and servicing expertise turn ambitious goals into real customer impact.

As a Product Director in Manage & Service, you lead innovation through the development of products and features that delight customers. As a leader on the team, you leverage your advanced capabilities to challenge traditional approaches, remove barriers to success, and foster a culture of continuous innovation that helps inspire cross-functional teams create groundbreaking solutions that address customer needs. You own the digital self-service strategy with a mandate to reduce a meaningful portion of customer phone calls, setting the approach and driving a portfolio of tactics spanning digital adoption initiatives and closing key self-service feature gaps. Partnering closely with Data and Operations, you identify and address the needs of customers who are hesitant to self-serve, developing targeted interventions that move them toward mobile engagement while streamlining and standardizing the authentication experience across assisted and non-assisted channels. This role reports directly to the Head of Channel Experiences Product Managing Director.

As the mobile app becomes the primary way customers securely authenticate and bank with us in an omnichannel environment, you lead the app adoption strategy and deliver measurable self-service outcomes across public channels, app stores, and related domains. You lead a newly formed Manage & Service Area Product Group responsible for evolving a set of Servicing, Profile, and Account features into a simpler, more consistent, and more proactive customer experience—helping customers manage their relationship with us, stay ahead of potential interruptions, and do so at greater scale in close alignment with agentic capabilities. You bring a deep awareness of key digital and customer experience trends, including personalization and emerging agentic experiences, and translate them into shared patterns and guardrails at scale.

Job responsibilities

- Oversees the product roadmap, vision, development, execution, risk management, and business growth targets

- Leads the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth

- Coaches and mentors the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives

- Owns product performance and is accountable for investing in enhancements to achieve business objectives

- Monitors market trends, conducts competitive analysis, and identifies opportunities for product differentiation

- Sets and defines the digital self-service strategy that will reduce a meaningful portion of customer phone calls and operating costs

- Drives the Manage & Service roadmap across Communication Preferences, Profile Management, Card Management, interruptive servicing messaging, and Support & Contact hubs, including Consumer & Community Banking-wide guardrail targets across digital channels

- Manages multiple stakeholder partnerships end-to-end, from ideation and value story through refinement, design, delivery, and post-mortem learnings

- Streamlines and standardizes the authentication experience to reduce friction for customers across assisted and non-assisted channels

- Leads the app adoption strategy and delivers measurable self-service outcomes across public channels, app stores, and related domains

- Provides direction, energy, and momentum to a driven team of product managers

Required qualifications, capabilities, and skills

- 8+ years of experience or equivalent expertise delivering products, projects, or technology applications

- Extensive knowledge of the product development life cycle, technical design, and data analytics

- Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management

- Experience driving change within organizations and managing stakeholders across multiple functions

- Technical fluency required to partner effectively with engineering and architecture leaders on platform strategy and execution

- Demonstrated executive presence with a proven track record of influencing senior stakeholders and aligning cross-functional teams around shared platforms and standards

- Comprehensive understanding of what it means to operate as the end-to-end owner of a platform, including vision, standards, adoption, governance, and performance

Preferred qualifications, capabilities, and skills

- Recognized thought leader within a related field

- Passionate about digital customer experiences, with specific focus on enabling customers with seamless experiences

- Proven knowledge of the financial services space

- Digital enthusiast and early technology adopter

- Omnichannel experience across digital financial services