Product Manager, Enterprise Digital Engagement Platform

Stanford Federal Credit Union•Palo Alto, CA

20h

About The Position

The Product Manager, Enterprise Digital Engagement Platform is responsible for the strategy, governance, implementation, optimization, and ongoing success of Stanford Federal Credit Union’s enterprise digital engagement ecosystem. The role serves as the business owner for the platform that powers member interactions across chat, SMS, voice, video, secure messaging, AI-enabled experiences, and future member engagement technologies. The Product Manager collaborates with leadership to define the platform’s vision, strategy, and roadmap, then translates that direction into an actionable plan. The role designs and optimizes member experiences across channels, partners with departments to establish engagement workflows, and manages day-to-day relationships with platform vendors and partners. It also works closely with IT on integrations, enhancements, testing, and releases; monitors engagement, service delivery, and adoption metrics; and partners with Risk, Compliance, Legal, and Information Security to support regulatory and privacy compliance. The role works within the AI strategy set by the AI Strategist and collaborates on AI vision and future agentic capabilities by sharing platform insights, risks, and opportunities. It ensures platform capabilities and usage align with organizational and regulatory expectations and escalates gaps or risks to governance leadership.

Requirements

Bachelor’s degree or equivalent combination of education and experience.
Five or more years of experience in product management, digital platforms, customer experience, contact center technologies, CRM, or related fields.
Experience managing enterprise software platforms and leading cross-functional initiatives.
Strong understanding of customer or member experience principles.
Demonstrated ability to balance business, operational, and technical requirements.
Strong analytical, problem-solving, communication, and stakeholder management skills.

Nice To Haves

Financial services, banking, or credit union experience.
Experience with digital engagement platforms, conversational AI, contact center technologies, CRM systems, workflow automation, or customer experience platforms.
Experience leading enterprise technology implementations and vendor relationships.
Familiarity with Agile product management methodologies.

Responsibilities

Collaborate with leadership to align the vision, strategy, and roadmap for the Enterprise Digital Engagement Platform and turn that direction into an actionable plan.
Design and optimize member experiences across chat, SMS, voice, video, secure messaging, and emerging channels.
Serve as the business owner of the Digital Engagement Platform, including member experience across chat, voice, and AI-enabled channels.
Work within the AI strategy set by the AI Strategist and share platform insights, risks, and opportunities to inform AI vision and future agentic capabilities.
Partner with Member Care, Member Engagement, Retail, Mortgage, Consumer Lending, and other departments to establish engagement workflows.
Serve as the primary day-to-day relationship manager for platform vendors and partners.
Collaborate with IT to manage integrations, platform enhancements, testing, and release management.
Define and monitor key performance indicators for member engagement, service delivery, and platform adoption in partnership with leadership.
Partner with Risk, Compliance, Legal, and Information Security to support adherence to regulatory and privacy requirements.
Ensure platform capabilities and usage align with organizational and regulatory expectations and escalate gaps or risks to governance leadership.

Benefits

100% paid employee medical, dental, vision, life/AD&D, and short-term disability insurance for the employee; 50% paid for dependents.
Annual incentives up to 10% of salary, based on position.
Employer 401(k) matching up to 5%, plus additional annual discretionary contributions.
Education reimbursement based on eligibility.
Employee recognition program with cash incentives.
Commuter Toll Benefit of $100–$200 per month, based on position.
Wellness benefits up to $1,200 per year.
Paid sick time accruing at two weeks per year.
Paid vacation time accruing at three weeks per year.
Paid federal banking holidays, approximately 11 per year.
Ongoing training and education, seminars, and conferences.
Loan rate discounts on some vehicle, mortgage, and HELOC products.
Waived fees and deposit bonuses on Stanford FCU accounts.
Flexible health/transit plan availability.
Employee Assistance Program with benefits such as counseling and help finding legal assistance and day care resources.