You'll shape how millions of customers understand and resolve their servicing needs through clear, coordinated, and timely experiences. Join a team where your work directly connects customer empathy with measurable business outcomes.
As a Service Communications Product Manager in Core Card Customer Experience Product, you will lead strategy and delivery for a cross-card communications roadmap that helps customers understand and resolve servicing issues digitally. You'll align partners, manage complex dependencies, and drive initiatives from discovery through delivery in a fast-moving, regulated environment.
Job responsibilities
- Shape and evolve the service communications strategy and roadmap to improve customer awareness, enable digital self-service, and reduce avoidable servicing contacts
- Connect customer problems, servicing insights, and business priorities to identify, size, and sequence roadmap opportunities
- Lead discovery efforts to uncover customer pain points, define target segments, and align stakeholders on impactful communication solutions
- Drive cross-functional requirements alignment across servicing, design, card, and digital product teams to produce clear, actionable delivery requirements
- Manage dependencies across supporting products and teams by coordinating intake, clarifying ownership, establishing delivery plans, and resolving blockers
- Identify, assess, and escalate delivery risks and issues; bring the right partners together to make decisions and maintain momentum
- Build and maintain operating routines that provide transparency into initiative health, milestones, risks, and decisions
- Develop executive-ready materials that synthesize complex topics and communicate roadmap progress, opportunities, and recommendations
- Partner with Legal, Compliance, Risk, and Controls to proactively identify and mitigate operational and technology risks throughout the product lifecycle
- Identify and implement improvements to cross-team ways of working, delivery processes, and operating routines
Required qualifications, capabilities, and skills
- 5+ years of product management, product delivery, or related experience, including leading complex cross-functional initiatives in financial services
- Advanced knowledge of the product development lifecycle, design practices, and data analytics
- Proven ability to lead end-to-end product work from discovery and ideation through delivery, measurement, and iteration
- Experience collaborating with user experience design and research teams
- Experience authoring business requirements, defining user stories, and working within an Agile delivery framework
- Experience building and managing a product roadmap and backlog aligned to business objectives
- Strong analytical skills, including using product metrics, funnel analysis, customer insights, and key performance indicators to prioritize and evaluate outcomes
- Strong written and verbal communication skills, including developing executive-ready materials and communicating risks and recommendations to senior stakeholders
- Experience operating in a regulated or risk-based environment with Legal, Compliance, Risk, Controls, Privacy, or Information Security partners
- Bachelor's degree or equivalent practical experience
Preferred qualifications, capabilities, and skills
- Experience developing or delivering customer communications, digital servicing experiences, or proactive customer engagement strategies
- Background in credit cards, consumer banking, payments, or another complex financial services environment
- Experience using experimentation and iterative delivery to optimize customer and business outcomes
- Track record of delivering measurable improvements in customer experience, digital self-service, operational efficiency, or cost to serve
- Experience aligning multiple teams to shared platforms, capabilities, and dependencies in a scaled organization
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.
