Director of Product

Systems & Methods, Inc. (SMI)

2d

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. SMI is a leading provider in government payment solutions, developing state-of-the-art solutions and running complex human services operations. We are focused on serving our government clients and their end-customers: some of the most in-need families and individuals in the United States. Our mission is to “Go the Extra Mile with a Passion to Serve”. With over 53 years in operation as a family-owned and operated business, SMI has grown to over 600 employees across the country, SMI considers its employees and customers as part of our extended family. We are truly a family, serving families. Job Summary Responsible for leading the stability of existing products and development of new products and features including the smiONE prepaid card and the Kudzu debit card and digital banking solution. This role provides end-to-end product leadership, ensuring that card products are grounded in customer and market insight, aligned with company strategy, and executed effectively across teams. This role includes oversight of testing, creating training and maintaining documentation. This position is responsible for maintaining the Card Services data model which should help drive decisions on new features and overall direction of the company. The role spans product strategy, roadmap ownership, execution, and outcomes, serving as a central point of accountability for card products at SMI. Additional duties may be assigned as needed.

Requirements

• Creating roadmaps that are clear and aligned with company goals.
• Working knowledge of smiONE policies and procedures
• Working knowledge of prepaid card policies, procedures, and regulations
• Principles and practices of supervision
• Record keeping techniques
• Interpersonal skills using tact, patience, and courtesy
• Knowledge of MS Office Suite including advanced knowledge of Excel and Word
• Verbal and written communication skills
• Ability to identify areas of opportunity and alleviate potential issues or bottlenecks to improve the cardholder experience
• Thrives in a relationship building environment and is comfortable leading conversations with Executive leadership as necessary
• Collect, research, and analyze data to develop new features
• Work independently with little direction
• Work as a team member
• Meet stringent schedules and time lines
• Work successfully in a fast-paced environment
• Work with integrity and ethically
• Analyze situations accurately and adopt an effective course of action
• Plan and organize work
• Train and evaluate the performance of staff
• Work confidentially with discretion
• Communicate effectively both orally and in writing
• Ability to work varied schedules and overtime hours as necessary
• At least five years prior management experience in a supervisory position within an area of vendor management, product management, or other related fields.
• Bachelors Degree OR An equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work
• Must be fluent in English
• Exposure to multiple technology platforms
• Must be proficient in data entry skills including keyboard, mouse, and 10 key
• Experience and knowledge of software such as Microsoft Word, Excel, and other Windows programs

Responsibilities

• Provide direct supervision, motivation, and coaching for assigned personnel.
• Ensure job functions are performed by employees in accordance with standard operating procedures, contractual obligations, corporate policies and procedures.
• Develop internal reporting and control systems to determine if processes, systems, and applications are achieving desired outcomes in accordance with company policies and procedures.
• Organize, plan and supervise all aspects of the product life cycle including managing the product roadmap.
• Oversee the testing and documentation of new products as well as creating training.
• Maintain relationships with key vendors for Processing and Card Manufacturing.
• Perform critical business analysis of issues identified by agents, including identifying root cause(s), and identifying value-added opportunities for improvement in a timely manner
• Lead and support additional special projects, reporting, and initiatives related to enhancing the cardholder experience including the mobile application, website and IVR/IVA.
• Represent the voice of the customer and market in product decisions.
• Troubleshoot issues related to critical vendors promptly to mitigate impact to cardholders or state partners.
• Maintain a thorough understanding of company processes and policy requirements.
• Act as the primary product liaison between leadership, technology, operations, business development, and external partners.
• Develop and maintain effective working relationships with various SMI departments and entities.

Benefits

• Mission with Meaning: Be part of technology that helps families and agencies thrive.
• Family Values: Work in a culture that puts people first.
• Entrepreneurial Energy: Freedom to innovate, experiment, and make an impact.
• Growing Platform: Join a company expanding its national footprint and evolving its brand.
• Modern Tools: Use AI and digital systems to bring creativity and efficiency together.
• From career growth and training to volunteerism and mentorship, we want our entire team to be the best they can possibly be. That means ensuring that we provide as many opportunities as we can for development and learning, and encourage curiosity and capability at every turn.
• We offer an optimal atmosphere for career growth and achievement, while remaining competitive in compensation and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director