Senior Digital Channel Program Manager - (100% remote - must reside in California)

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Posted 12 days ago United States Salary undisclosed
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Job Description

JOB TITLE: Senior Digital Channel Program Manager - (100% remote - must reside in California)
DEPARTMENT: Digital Channel Delivery
STATUS: Exempt
JOB CODE: 4418


GENERAL DESCRIPTION:
The Senior Digital Channel Program Manager will be responsible for managing a portfolio of digital services within Digital Channel Delivery for Golden 1 members and employees. This includes, but is not limited to, mobile and online banking, and any non-human member contact channel such as ATM's and IVR's. Supports ongoing projects, understanding the product design, driving development of these services, and creating a seamless, convenient, positive experience for members and Golden 1 employees. Working in a dynamic environment, serves on cross-functional teams to develop competitive products and services that deliver value for our members and efficiency for the company. Use data to develop a deep understanding of member needs and wants, to identify and fill product gaps, manage a roadmap and generate new ideas that improve the member experience and ultimately strengthen Golden 1's position as a financial leader.

TASKS, DUTIES, FUNCTIONS:

  1. The Senior Digital Channel Program Manager is responsible for managing a number of digital services across multiple digital channels that may include, online, mobile, ATM, and IVR etc. platforms for Golden 1 Members.
  2. Define, deliver and manage a digital experience roadmap for managed channels with input from key stakeholders across the organization.
  3. Manage the lifecycle of Golden 1 digital services, milestones, new features and functionality.
  4. Support ongoing projects, understand product design, drive development and create a seamless, convenient, positive experience for members and employees.
  5. Provide input into product vision, goal setting, execution, and product roll-out strategies.
  6. Use data and personas to uncover opportunities, track digital performance, and inform product design and development decisions to drive digital usage.
  7. Assist and guide business partners in developing business requirements, timelines, milestones and dependencies.
  8. Work closely with cross-functional teams on requirements and drive user experience design and journey discussions.
  9. Coordinate with other functional teams to support communication about digital initiatives and the creation of member facing collateral.
  10. Identify possible automated or digital solutions for customer issues and establish success criteria and measurable results.
  11. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws
  12. Ensure alignment at all times key stakeholders (IT, Operations, Fraud, and Marketing) to deliver a cohesive, brand-right and superior member and employee experience.
  13. Perform other duties as needed by management.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

  1. Effective oral and written communication skills required to varying levels of analytical daily tasks.
  2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

  1. INTERNAL: All levels of staff.
  2. EXTERNAL: Vendors, management, other financial institutions and other contact centers.

QUALIFICATIONS:

  1. EDUCATION: Bachelor's degree in Business and Marketing or related field preferred.
  2. EXPERIENCE: Minimum of 7 or more years in Product or Project Management preferably in financial services; two years+ experience in online or mobile banking is a plus.
  3. KNOWLEDGE/SKILLS:
    • Strong thought leadership required to manage the development and growth of products.
    • Leadership skills to manage and work with cross-functional business partners and team.
    • Excellent written/verbal communication skills are essential, as this position will have exposure to various management levels across the organization. Ability to adapt to an environment that is in a growth mode and pivot as needed to meet goals and as priorities shift.
    • Blend of strategic and tactical thinking, creative and analytic reasoning.
    • Strong quantitative and analytical skills to support data-informed decision making.
    • Creative, outside-the-box thinking and problem solving approach.
    • Collaborative, team player attitude with the ability to navigate and influence the organization.
    • Ability to build relationships and partner with internal and external groups.
    • Seasoned well-trained professional with strong interpersonal skills, and outstanding analytical and research skills, as well as a passion for emerging digital technologies.
    • Strategic thinker with the ability to inspire confidence from, and to collaborate closely with technology leaders and internal stakeholders.

PHYSICAL REQUIREMENTS:

  1. Prolonged sitting throughout the workday with occasional mobility required.
  2. Corrected vision within the normal range.
  3. Hearing within normal range. A device to enhance hearing will be provided if needed.
  4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES/CERTIFICATIONS:
None