**Product Manager, Core Card Customer Experience** in New York, NY, strategizes and delivers cross-card digital communication roadmaps, enhancing customer servicing understanding and digital self-service. Lead end-to-end product work from discovery to iteration, collaborate cross-functionally, and optimize customer outcomes in a fast-paced, regulated environment. Requires 5+ years of product management experience in financial services, advanced product development knowledge, and proficiency in Agile delivery frameworks. Bachelor's degree or equivalent practical experience needed.
Full Job Description
Location: New York, NY, United States
You'll shape how millions of customers understand and resolve their servicing needs through clear, coordinated, and timely experiences. Join a team where your work directly connects customer empathy with measurable business outcomes.
As a Service Communications Product Manager in Core Card Customer Experience Product, you will lead strategy and delivery for a cross-card communications roadmap that helps customers understand and resolve servicing issues digitally. You'll align partners, manage complex dependencies, and drive initiatives from discovery through delivery in a fast-moving, regulated environment.
Job responsibilities
Shape and evolve the service communications strategy and roadmap to improve customer awareness, enable digital self-service, and reduce avoidable servicing contactsConnect customer problems, servicing insights, and business priorities to identify, size, and sequence roadmap opportunitiesLead discovery efforts to uncover customer pain points, define target segments, and align stakeholders on impactful communication solutionsDrive cross-functional requirements alignment across servicing, design, card, and digital product teams to produce clear, actionable delivery requirementsManage dependencies across supporting products and teams by coordinating intake, clarifying ownership, establishing delivery plans, and resolving blockersIdentify, assess, and escalate delivery risks and issues; bring the right partners together to make decisions and maintain momentumBuild and maintain operating routines that provide transparency into initiative health, milestones, risks, and decisionsDevelop executive-ready materials that synthesize complex topics and communicate roadmap progress, opportunities, and recommendationsPartner with Legal, Compliance, Risk, and Controls to proactively identify and mitigate operational and technology risks throughout the product lifecycleIdentify and implement improvements to cross-team ways of working, delivery processes, and operating routinesRequired qualifications, capabilities, and skills
5+ years of product management, product delivery, or related experience, including leading complex cross-functional initiatives in financial servicesAdvanced knowledge of the product development lifecycle, design practices, and data analyticsProven ability to lead end-to-end product work from discovery and ideation through delivery, measurement, and iterationExperience collaborating with user experience design and research teamsExperience authoring business requirements, defining user stories, and working within an Agile delivery frameworkExperience building and managing a product roadmap and backlog aligned to business objectivesStrong analytical skills, including using product metrics, funnel analysis, customer insights, and key performance indicators to prioritize and evaluate outcomesStrong written and verbal communication skills, including developing executive-ready materials and communicating risks and recommendations to senior stakeholdersExperience operating in a regulated or risk-based environment with Legal, Compliance, Risk, Controls, Privacy, or Information Security partnersBachelor's degree or equivalent practical experiencePreferred qualifications, capabilities, and skills
Experience developing or delivering customer communications, digital servicing experiences, or proactive customer engagement strategiesBackground in credit cards, consumer banking, payments, or another complex financial services environmentExperience using experimentation and iterative delivery to optimize customer and business outcomesTrack record of delivering measurable improvements in customer experience, digital self-service, operational efficiency, or cost to serveExperience aligning multiple teams to shared platforms, capabilities, and dependencies in a scaled organizationApplicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.
Lead service communications strategy that improves customer awareness and enables digital self-service for credit card customers.
