Product Manager – DSM (Firmwide Case Management)

Northern Trust • Chicago, IL

6d • $114,500 - $194,700

About The Position

The Product Manager will execute the 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 to improve case intake, routing, resolution, transparency, and control across business areas. It balances 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.

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.

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 user needs through stakeholder interviews, workflow observation, feedback, and case data; develop personas and journey maps and identify opportunities to simplify service delivery.
• Translate product strategy into a sequenced roadmap and prioritized backlog with the Senior Product Manager, assessing value, impact, risk, cost, and dependencies and securing alignment through product governance.
• Define product requirements, user stories, and acceptance criteria for case-management capabilities, and partner with technology teams 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 and maintain product inventories and documentation.
• Prepare product risk and impact assessments and partner with control owners on access, approvals, auditability, sensitive data protection, and remediation tracking.
• Translate retention, purge, and legal-hold requirements into product requirements and acceptance criteria with records management, legal, data, and technology teams; coordinate related dependencies.
• Coordinate business acceptance testing, defect prioritization, operational readiness, release communications, business sign-off, launch success criteria, and post-launch reviews.
• Support onboarding of business areas and resolver groups; maintain product materials, job aids, and training content with enablement partners and communicate workflow changes.
• Maintain a product scorecard covering adoption, throughput, resolution time, service-level attainment, backlog aging, reopens, and user satisfaction; investigate trends and recommend improvements.
• Represent business requirements in DSM modernization and migration planning, partnering on integration dependencies, continuity, data integrity, control preservation, user readiness, and post-transition validation.
• Support forecasts, business cases, and benefits tracking; monitor product-related capital and expenses and assess efficiency, cost-to-serve, and regional rate-card alignment where applicable.
• Provide product updates, decision papers, and executive-ready presentations; resolve priority conflicts through influence and escalation and support relevant client or prospect discussions and RFP responses.

Benefits

• Retirement benefits, including 401(k) and pension.
• Health and welfare benefits, including medical, dental, vision, spending accounts, and disability.
• 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.

What This Job Offers

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