Digital Product Management Group Manager-Customer Management

PNC Financial Services Group, Inc.•Wilmington, DE

39d•$100,000 - $261,300•Hybrid

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Digital Product Management Group Manager within PNC's Retail Lending organization, you will be based in Pittsburgh or Philadelphia PA, Wilmington DE, Washington DC, Tysons Corner VA, Chicago IL or New York, NY . The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager's discretion. PNC is seeking to transform its Retail Lending business, and as a Product Manager, Group Manager, you will serve as a senior leader in this journey. You will lead a team of 8-10 product managers in the discovery and delivery of customer and employee experiences across our Consumer and SMB Card portfolio. You will own digital, branch and call center experiences that are critical to servicing our customers, including Customer Information Management, Card Management (plastic / digital issuance, lost / stolen experiences, activation, replacement), User Management (Authorized Users, etc.) and more. We are seeking candidates who are passionate about customer experiences, have a deep understanding of data and technology and have a track record of delivering results. This role requires the candidate to be highly structured, forward thinking, a problem solver and storyteller, and extremely communicative. Key responsibilities: Partner with cross functional stakeholders (Business, Legal, Risk, Compliance, Tech, Design, etc.) to define Customer Management target state strategy, customer and employee experiences, database structures and actionable roadmap Develop, communicate and socialize the Customer Management roadmap with partners and Senior Leadership; maintain a prioritized, data-driven backlog Build, develop and champion a growing team of product managers, ensuring proper implementation of agile ceremonies and practices across the product development lifecycle Leverage market insights, competitive intel and data to identify customer needs and opportunity; Partner with Business Stakeholders to develop and implement OKRs, utilize data and analytics to measure progress Work closely with technology to understand and influence end to end architecture, data flows and technology solutions to enable Product Vision; understand current vs. target state architecture and co-develop multi-year modernization strategy Work across PNC Enterprise to identify and implement capabilities and best practices that can be leveraged by Retail Lending

Requirements

Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
Live the Values - Role models our values with transparency and courage.
Enable Change - Takes action to drive change and innovation that will transform our business.
Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.
Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Nice To Haves

Agile Web Development
Business Requirements Documentation (BRD)
Data Visualization
Digital User Experience
Employee Engagement
IT Architecture
JavaScript
Wireframing

Responsibilities

Partner with cross functional stakeholders (Business, Legal, Risk, Compliance, Tech, Design, etc.) to define Customer Management target state strategy, customer and employee experiences, database structures and actionable roadmap
Develop, communicate and socialize the Customer Management roadmap with partners and Senior Leadership; maintain a prioritized, data-driven backlog
Build, develop and champion a growing team of product managers, ensuring proper implementation of agile ceremonies and practices across the product development lifecycle
Leverage market insights, competitive intel and data to identify customer needs and opportunity; Partner with Business Stakeholders to develop and implement OKRs, utilize data and analytics to measure progress
Work closely with technology to understand and influence end to end architecture, data flows and technology solutions to enable Product Vision; understand current vs. target state architecture and co-develop multi-year modernization strategy
Work across PNC Enterprise to identify and implement capabilities and best practices that can be leveraged by Retail Lending
Defines complex, cross-functional digital strategies across business segments to optimize digital experience, leveraging design thinking and other best practices by leading Digital teams.
Defines the strategy related to digital experiences for applicable business segments or product groups. May Participate in the marketplace to influence digital experience trends.
Leads digital teams. Sponsors potential digital experience projects for feasibility and value. Presents initiatives and policy changes to gain executive buy-in. Manages progress to ensure initiatives are completed on time, within budget and meet strategic goals.
Serves as senior point of escalation and ensures successful outcomes from key stakeholders including Product, Technology, MIS, Line of Business, Marketing and other internal service partners as well as external stakeholders (including key vendors) throughout the experience lifecycle. As part of the first line of defense, supports determination of risk appetite and limits. Owns business response to audit and regulatory finding. May participate in client facing activities.
Structures, allocates resources and manages Digital teams. Motivates and develops the performance of the product development management team and key contributors. Development planning.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.
In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

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