Product Manager II- Consumer Card Servicing

PNC•Washington, DC

2d•$75,000 - $150,000•Onsite

About The Position

The Debit Card Client Servicing Journey Owner is accountable for the end-to-end strategy, health, and evolution of assigned client servicing journeys across the debit card experience. This role serves as the business owner and strategic orchestrator for defined servicing journeys, translating client and colleague needs, business objectives, data, research, operational insights, and legal, risk, and compliance considerations into a clear journey strategy and prioritized roadmap. The Journey Owner does not simply manage individual processes or product features. Instead, they look across the entire client journey—from trigger through resolution and beyond—to identify opportunities to simplify experiences, reduce friction, improve outcomes, manage risk, and create measurable business value. The role partners closely with Product, Technology, Operations, Risk, Compliance, Legal, Communications, Data & analytics, Design, Care Center, Branch SME’s and other stakeholders to translate journey strategy into execution while maintaining accountability for the overall experience.

Requirements

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience.
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
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.

Nice To Haves

Business Objectives
Customer Solutions
Marketing
Product Development
Product Management
Sales
Business Acumen
Collaborating
Competitive Environment
Decision Making and Critical Thinking
Design Thinking
Effective Communications
Emerging Technologies
Innovation
Knowledge Of Product Line
Problem Solving
Producing Results
Solutions Development

Responsibilities

Own the end-to-end Journey Strategy
Serve as the accountable business owner for assigned debit card servicing journeys in their entirety
Define and maintain a clear current-state and aspirational journey vision for future-state, including key client needs, pain points, moments that matter, colleague experiences, operational dependencies, and business objectives
Establish journey strategy, priorities, objectives, success measures, and multi-year evolution roadmaps
Continuously Assess journey health and identify opportunities to improve client experience, colleague experience, efficiency, risk outcomes, and business performance
Ensure journey strategies remain aligned with broader debit card, servicing, digital, and enterprise strategies
Own any journey related issues that may arise and bring them through the proper risk and issues process to completion
Review, analyze and may be responsible for leading initiatives related to the selection, design, development and promotion of new or existing products utilizing traditional and emerging capabilities in technology, operations, and data analytics to offer customers a differentiated product experience.
Participates in customer focused quality assessments and improvement processes.
Leverages knowledge of emerging technologies to develop a business case, business plan, and roll-out for less complex products or initiatives through all applicable channels.
Analyzes product, technology, and market trends and third party requirements as necessary, to develop and design innovative features of new and/or existing products or enhancements.
Manages the development, production, roll-out, pricing or promotion of less complex products or initiatives, and recognizes, anticipates and resolves operational and process problems that arise.
Works with internal and external partners including sales, marketing, digital channel delivery, and may participate in client-facing activities throughout the product lifecycle.
As part of the first line of defense, supports risk management, compliance, and audit needs as necessary.
Monitors and analyzes business results of recently introduced or existing products, coordinates reporting, and may recommend modifications to improve results.
Drives business, financial and customer experience results for less complex products and initiatives and recommends modifications in product features and/or marketing to improve results.

Benefits

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
maternity and/or parental leave
up to 11 paid holidays each year
9 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.