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...