Product Manager – DSM (Firmwide Case Management)

Northern Trust•Chicago, IL

5d•$114,500 - $194,700

About The Position

The Product Manager executes product strategy and lifecycle activities for Digital Service Mgt (DSM), Northern Trust’s firmwide case-management tool, under the direction of technology product development leadership and in partnership with the Business Owner. The role translates business and user needs into prioritized enhancements that improve case intake, routing, resolution, transparency and control across business areas, balancing day-to-day product stewardship with roadmap delivery, adoption and continuous improvement. The position works across business operations, resolver groups, technology, architecture, data, risk, compliance, information security and records management. It represents user needs, communicates priorities and trade-offs, provides DSM subject-matter expertise, and partners with designated control owners and technical teams. The Product Manager supports discovery and user research; roadmap and backlog prioritization; requirements definition and delivery; firmwide workflow standards; risk, controls and information lifecycle requirements; release readiness; adoption and enablement; performance measurement and improvement; platform modernization and migration; financial and value management; and stakeholder leadership. It may also support client or prospect discussions and RFP responses when DSM capabilities are relevant, using approved messaging. The role requires a college or university degree and/or relevant proven work experience, demonstrated product or requirements skills, working knowledge of case management, service operations or enterprise workflow tools, analytical ability, understanding of risk-aware product delivery, and strong communication, organization and cross-functional influence skills. Preferred experience includes enterprise workflow or case-management platforms, Appian, financial-services operations, onboarding or migration, Agile delivery, user acceptance testing, reporting and analytics, and program or project governance. The stated base salary range is $114,500–$194,700 USD. Applicants must be authorized to work in the U.S. without current or future employment-based visa sponsorship.

Requirements

College or university degree and/or relevant proven work experience.
Demonstrated ability to translate business needs into product requirements, prioritize work, support delivery and assess outcomes after launch.
Working knowledge of case management, service operations or workflow-based enterprise tools, and ability to learn Northern Trust business processes and DSM capabilities.
Strong analytical and problem-solving skills, including defining useful KPIs, interpreting operational data, and evaluating benefits and trade-offs.
Understanding of risk-aware product delivery, access controls, sensitive information handling and auditable business workflows.
Strong oral and written communication, logical presentation and organizational skills.
Ability to build relationships, influence and negotiate across disciplines, coordinate multiple priorities, and connect product decisions to business strategy and operational outcomes.
Authorization to work in the U.S. without the need for employment-based visa sponsorship now or in the future.

Nice To Haves

Product management, business analysis or delivery experience with enterprise case-management or workflow platforms.
Appian familiarity.
Financial-services operations experience.
Cross-business onboarding or migration experience.
Agile delivery experience.
User acceptance testing experience.
Reporting and analytics experience.
Program or project governance experience.

Responsibilities

Gather and validate business and user needs through stakeholder interviews, workflow observation, user feedback and case data.
Develop personas and journey maps for requestors, resolvers, approvers and business administrators; identify pain points and opportunities to simplify service delivery.
Translate product strategy into a sequenced roadmap and prioritized backlog with the Senior Product Manager; assess value, impact, risk, cost and dependencies, document trade-offs and secure alignment through product governance.
Define product requirements, user stories and acceptance criteria for case types, intake forms, routing, assignment, milestones, service-level tracking, notifications, approvals, search and reporting; partner with technology on feasibility, design, testing and delivery.
Promote reusable case-management patterns and consistent case data definitions while accommodating justified business requirements.
Coordinate case-type onboarding and changes with business owners and resolver groups; maintain the product and case-type inventory and supporting documentation.
Prepare product risk and impact assessments for new capabilities and material changes; partner with control owners to define access, approvals, auditability and protection of sensitive case data, notes and attachments; track remediation through governance.
Work with records management, legal, data and technology teams to translate retention, purge and legal-hold requirements into product requirements and acceptance criteria; coordinate dependencies with document-management and related data services.
Coordinate business acceptance testing, defect prioritization, operational readiness and release communications; establish launch success criteria, support business sign-off and conduct post-launch reviews.
Support onboarding of business areas and resolver groups; maintain product materials, job aids and training content with enablement partners; communicate workflow changes and use feedback to improve usability, adoption and satisfaction.
Maintain a product scorecard covering adoption, case throughput, time to resolution, service-level attainment, backlog aging, reopens and user satisfaction; agree definitions and baselines, investigate trends and recommend measurable improvements.
Represent business requirements in DSM platform modernization and migration planning; partner with architecture and delivery teams on integrations, business continuity, data integrity, control preservation, user readiness and post-transition validation.
Support forecasts, business cases and benefits tracking for DSM enhancements; monitor product-related capital and expenses with finance and product leadership; assess efficiency, cost-to-serve and regional rate-card alignment where applicable.
Provide product updates, decision papers and executive-ready presentations; resolve cross-functional priority conflicts through influence and escalation; support relevant client or prospect discussions and RFP responses using approved messaging.

Benefits

Retirement benefits, including 401(k) and pension.
Medical, dental and vision benefits.
Spending accounts and disability benefits.
Paid time off.
Parental and caregiver leave.
Life and accident insurance.
Other voluntary and well-being benefits.
Discretionary bonus program that may include an equity component.
Flexible and collaborative work culture.
Movement within the organization is encouraged, and senior leaders are accessible.
Inclusive workplace and community assistance/philanthropy culture.