Digital Product Support Manager - Business Banking
About The Position
Product Managers at U.S. Bank are customer obsessed in driving product visioning, planning and development to deliver on our human + digital product strategy and staying one step ahead of evolving economic, technological, and customer needs. The Product Support Manager serves as the primary escalation point for bankers and business customers who encounter challenges completing tasks through digital channels. This role is responsible for investigating customer issues, coordinating resolution efforts across operations, contact center, product, and technology teams, and ensuring a seamless customer experience.
Requirements
- Product management experience
- Strong analytical and problem-solving skills with the ability to identify patterns and recommend solutions.
- Ability to influence and collaborate across cross-functional teams in a matrixed environment.
- Excellent communication skills and a customer-centric mindset.
- Expertise on the critical interdependencies among product model system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results using business metrics, key performance indicators, design systems, service blueprints, and reusability.
Nice To Haves
- Ability to anticipate shifting market priorities, internal and external customer needs in a manner that consistently adds value.
- Strong customer centricity to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point.
- Knowledge of technical aspects of software products; ability to design, configure and integrate technical aspects of software products.
- Knowledge of Agile ways of working, knowledge of processes, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations.
Responsibilities
- Serve as the escalation point for bankers and business customers experiencing digital servicing issues.
- Coordinate resolution of customer-impacting issues across product, operations, contact center, and technology teams.
- Investigate and document production defects, partnering with Production Support to identify root causes and corrective actions.
- Analyze support cases and feedback to identify trends, process gaps, and opportunities to improve digital experiences.
- Drive continuous improvement initiatives that reduce support volume, improve customer satisfaction, and increase digital self-service adoption.
- Communicate issue status, root causes, and resolution plans to stakeholders and leadership as needed.
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
