Product Manager

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Work Location: Malvern, PA or West Reading, PA - Hybrid, coming into the office at least 3 days per week with Monday, Tuesday, and Thursday being set days.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

Overview:

This role lives within the Digital Product Management Team and will primarily support Digital Onboarding for retail, and commercial clients. The Digital Product Management Team is at the forefront of innovation at Customers Bank, delivering a simplified FinTech customer experience to businesses and consumers. The team is responsible for enhancing and advancing our digital capabilities to scale and strengthen our customer experience. This team determines and refines the strategy for the Bank's suite of digital products leveraging product performance data, customer feedback and competitive and market trends. The team also leads the execution of this strategy by closely partnering with technology and internal SMEs.

The Digital Onboarding Product Manager will help manage the bank's suite of onboarding platforms, working closely with our fintech partners, internal technology teams, sales, operations, and marketing to continuously provide an optimal customer experience.

What you'll do:

Key responsibilities of this position include, but not limited to the following:

• Responsible for digital product platforms, product releases and assisting with integrations.
• Manage product development deliverables such as identifying and gathering requirements, writing user stories, and acceptance testing.
• Manage future enhancements such as release management, testing and vendor communications.
• Manage customer success efforts to ensure exceptional customer experience through onboarding, product management, issue resolution, and supporting relationship managers utilizing digital onboarding tools.
• Create and maintain marketing and operational documentation. Including marketing collateral, training materials, policies and procedures, product release communications etc.
• Provide Relationship Manager training for digital products.
• Monitor the day-to-day and health of the product (user engagement, scorecards, volumes, issues)
• Drive product health, including issue management and resolution, customer, and commercial Relationship Manager feedback.
• Devise, build and maintain product reports, dashboards and visualizations aggregating the data and KPIs from multiple sources to provide product and financial performance insights, consumer behavior insights, trends and opportunities.
• Assist with managing key relationship with external vendors/partners, including product development and execution.

What do you need?

• 3-5 years total work experience in product management, financial services, banking, FinTech, digital products, or other transferable skills
• High level understanding of banking operations such as Deposit onboarding with a focus on regulatory requirements including knowledge on CIP requirements.
• Experience with data analysis, product strategy and roadmap management.
• Ability to multi-task, work independently and as part of a team, establishing cooperative and collaborative working relationships.
• Self-driven and proactive
• Detail oriented with strong organizational skills. Ability to work in a fast paced, demanding and rapidly changing environment.

Technology Skills:

• Experience with Agile methodology and product management tools (i.e., Figma, Jira, Zendesk)
• Experience with core banking software

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let's take on tomorrow.