Digital Product Operations Lead

First Horizon•Charlotte, NC

3d•Onsite

About The Position

First Horizon Bank is seeking a Digital Product Operations Lead to be a key member of the digital banking team driving the transformation of our core capabilities. This role is central to helping shape and executing on our target state product operating model, enabling innovative digital solutions that meet the evolving needs of our customers. The Opportunity As the Digital Product Operations Lead, you are a strategic and operational leader who brings clarity, structure, and data-informed decision-making to complex product environments. You lead with empathy and purpose, building systems and toolkits that empower teams to deliver meaningful outcomes. In this role, you will lead the evolution of how FHN’s Digital Product organization plans, operates, and measures success. As we scale and modernize our digital platform you will drive the operational strategies that enable teams to plan strategically, deliver efficiently, and continuously improve. You will execute the vision, design the systems, processes, and routines that bring clarity, transparency, and predictability to how we deliver digital products, directly connecting our business objectives. You will partner closely with Product, Technology, and Design to strengthen how we manage planning cycles, cross-team dependencies, and delivery readiness while uncovering opportunities for automation and AI. In this role, you will: Help Define and Lead Execution of the Product Operations Vision and Strategy Establish the vision, structure, and success measures for the Product Operations function. Develop and evolve the operating model that connects product strategy to execution, clarifying how planning, delivery, and measurement work together to drive business and mission outcomes. Define the standards and operating norms that allow product planning, delivery, and communication processes to scale effectively across the digital banking ecosystem and beyond. Data Driven Planning and Continuous Improvement Ensure that data and insights are embedded throughout the product lifecycle, supporting evidence-based decision-making and continuous improvement. Partner with Product leaders to define key product and operational performance indicators used across all product teams. Oversee the integration of these metrics into planning, road mapping, and retrospectives, enabling teams to measure outcomes, not just outputs. Champion the use of automation, dashboards, analytics, and feedback loops to improve visibility, drive accountability, and inform prioritization. Promote a culture of curiosity and learning, helping teams connect performance insights to tangible improvements in product delivery and impact. Optimize Product Planning, Processes, and Tools Lead the evolution of product planning and delivery frameworks that enable clarity, coordination, and scalability across 10 + product teams. Define and implement best practices for how teams manage and communicate cross-team dependencies during quarterly and continuous planning. Oversee governance and optimization of core tools such as Figma, Jira, and Confluence, ensuring consistency, accuracy, and effective collaboration. Establish road mapping standards that align product roadmaps to shared goals, connected outcomes, and enterprise priorities. Drive continuous improvement of operational processes that balance agility with discipline, creating clarity and focus as the organization scales. Establish forums, rituals, and communication rhythms, such as product reviews, planning meetings, and release updates, that maintain transparency and alignment. Provide leadership with clear visibility into product health, delivery progress, and key risks through consistent reporting and narrative synthesis.

Requirements

5-7 years of experience in product operations, with a strong focus on leading complex environments within digital product organizations.
At least 2+ years of people leadership experience, with a demonstrated ability to lead and manage teams effectively.
Demonstrated success designing and scaling product planning, governance, and delivery frameworks that drive operational excellence and cross-team alignment.
Experience leading or partnering on data and metrics integration within product organizations, using insights, dashboards, and analytics to improve performance and decision-making.
Deep knowledge of product lifecycle tools such as Jira, Productboard, Figma, Confluence, and experience establishing governance and best practices for their use.
Strong communication and collaboration skills, with the ability to align senior stakeholders across Product, Engineering, Design, and go-to-market functions.
A strategic and inclusive leadership style: you set clear priorities, plan for future needs, and foster a culture of belonging.
Curiosity and enthusiasm for emerging financial technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort learning and applying new digital tools independently and proactively.
Clear and concise communication skills, written and verbal
A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success.

Responsibilities

Help Define and Lead Execution of the Product Operations Vision and Strategy
Establish the vision, structure, and success measures for the Product Operations function.
Develop and evolve the operating model that connects product strategy to execution, clarifying how planning, delivery, and measurement work together to drive business and mission outcomes.
Define the standards and operating norms that allow product planning, delivery, and communication processes to scale effectively across the digital banking ecosystem and beyond.
Data Driven Planning and Continuous Improvement
Ensure that data and insights are embedded throughout the product lifecycle, supporting evidence-based decision-making and continuous improvement.
Partner with Product leaders to define key product and operational performance indicators used across all product teams.
Oversee the integration of these metrics into planning, road mapping, and retrospectives, enabling teams to measure outcomes, not just outputs.
Champion the use of automation, dashboards, analytics, and feedback loops to improve visibility, drive accountability, and inform prioritization.
Promote a culture of curiosity and learning, helping teams connect performance insights to tangible improvements in product delivery and impact.
Optimize Product Planning, Processes, and Tools
Lead the evolution of product planning and delivery frameworks that enable clarity, coordination, and scalability across 10 + product teams.
Define and implement best practices for how teams manage and communicate cross-team dependencies during quarterly and continuous planning.
Oversee governance and optimization of core tools such as Figma, Jira, and Confluence, ensuring consistency, accuracy, and effective collaboration.
Establish road mapping standards that align product roadmaps to shared goals, connected outcomes, and enterprise priorities.
Drive continuous improvement of operational processes that balance agility with discipline, creating clarity and focus as the organization scales.
Establish forums, rituals, and communication rhythms, such as product reviews, planning meetings, and release updates, that maintain transparency and alignment.
Provide leadership with clear visibility into product health, delivery progress, and key risks through consistent reporting and narrative synthesis.