Product Manager - Contact Center Platforms, AVP

Morgan Stanley•Alpharetta, GA

About The Position

The Contact Center Platforms team is seeking an AVP to support the product organization in defining, building, and continuously improving end-to-end planning for a portfolio of new and existing products used by Relationship Managers (RMs) to serve self-directed clients. This role will contribute to delivery execution, product performance measurement, and cross-functional coordination for both client-facing and RM-facing capabilities—spanning service platforms, workflow tools, and emerging technologies including Agentic AI-enabled experiences. The ideal candidate blends product thinking with structured execution and strong stakeholder management, and can operate effectively in a fast-paced environment with evolving priorities. About Morgan Stanley Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm’s employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries. Morgan Stanley is committed to helping its employees build meaningful careers and we strive to be a place for people to learn, achieve and grow. Department Overview In the Wealth Management division, we help people, businesses and institutions build, preserve, and manage wealth so they can pursue their financial goals Wealth Management (WM) Platforms manages industry-leading platforms, across all WM channels and client segments, to provide a unified digital experience, unlock growth, and deliver efficiencies for Advisors, Clients, and Institutions. WM Platforms consists of nine sub-teams including: Field Experience & Platforms, Digital Client Experience & Platforms, Workplace Platforms, Automation & Workflow Solutions, Digital Trading & Investing, UX Design & Research, Strategy & Execution. Business Control & Support, and the Chief Operating Office.

Requirements

5+ years of experience in financial services, wealth management, product management, platform strategy, business strategy, and/or management-related fields.
Undergraduate degree required.
Strong analytical, strategic thinking, and problem-solving skills; ability to define complex business problems, synthesize data, and support execution of tactical and strategic solutions.
Demonstrated ability to work collaboratively across all levels of the organization.
Demonstrated ability to deliver under aggressive timelines and shifting priorities.
Ability to manage effectively through change.
Comfortable operating in a fast-paced environment independently and as part of a team, under strict and changing deadlines, with demonstrated leadership.
Proactive self-starter with strong ownership, accountability, and work ethic.
Track record of success with sound judgment and discretion.
Familiarity with contact center platforms.
Client and field empathy: Ability to translate RM and client needs into clear, actionable requirements and measurable outcomes.
Strong communication: Clear, concise written and verbal communication; able to tailor messaging for product, technology, risk, and senior stakeholders.
Structured program management mindset: Comfort building plans, managing dependencies, tracking progress, and driving accountability without formal authority.
Data literacy: Ability to define KPIs, interpret product telemetry, and connect quantitative and qualitative inputs to prioritization decisions.
Operational rigor: Experience supporting launch readiness, support models, incident learnings, and continuous improvement cycles.
Control awareness: Familiarity working in regulated environments with Legal/Compliance/Risk partners; able to balance innovation with controls.
User experience orientation: Appreciation for intuitive UX and workflow efficiency, particularly for high-volume RM tasks and client self-service flows.
Technology fluency: Ability to partner effectively with engineers and architects; comfortable with agile delivery concepts and modern platform capabilities (APIs, data pipelines, automation).
Stakeholder influence: Ability to build alignment, handle competing priorities, and drive decisions through structured trade-off discussions.
Change leadership: Ability to support communications, training, and adoption strategies that drive measurable uptake and satisfaction.

Nice To Haves

Experience working on wealth management digital platforms (planning tools, servicing portals, client onboarding, digital advice, trading/investing, managed solutions, or data/insights platforms).
Experience supporting AI-enabled product capabilities, automation, or decision support tools in a regulated context.
Familiarity with agile delivery frameworks and product operating models.

Responsibilities

Partner with Product Managers and platform leadership to define and manage end-to-end planning across initiatives (roadmaps, milestones, dependencies, risks, resources).
Support product discovery and prioritization through analysis, voice-of-client/voice-of-RM insights, and data-driven recommendations.
Contribute to business cases, investment narratives, OKRs/KPIs, and success metrics for platform enhancements and new product launches.
Coordinate cross-functional teams (Technology, Design, Data/Analytics, Risk, Legal/Compliance, Operations, Marketing, Service) to drive execution against roadmap commitments.
Develop and maintain clear documentation (product requirements, user journeys, process flows, release notes, operating procedures).
Identify delivery risks early, manage trade-offs, and help resolve blockers to maintain momentum against aggressive timelines.
Support improvements to RM-facing workflows (e.g., planning, servicing, insights) that drive productivity, adoption, and better client outcomes.
Help implement feedback loops (usage analytics, surveys, field feedback, service data) to guide iterative improvements.
Ensure initiatives align with applicable governance, risk management, and regulatory considerations.
Support change management, training readiness, and communication plans to drive smooth adoption across the field and service organizations.
Maintain high standards for operational resiliency, controls, and client/RM impact assessment.
Support planning and operationalization of AI-enabled capabilities (e.g., workflow automation, intelligent assistance, next-best-action insights), with a focus on responsible usage, transparency, and control considerations.
Coordinate with stakeholders to define guardrails, evaluation metrics, and rollout strategies for AI-driven features.