Digital Product Manager

Work Location and Hours

This position is eligible for remote work for candidates who meet the program requirements and reside in the following eligible states: Florida, Georgia, Hawaii, Idaho, Indiana, Illinois, Massachusetts, Montana, Nevada, New Jersey, North Carolina, Oregon, Tennessee, Washington, and Wisconsin. The successful candidate will need to be available to work Monday through Friday from 8:30am to 5:30pm Pacific Time.

Compensation

• Base Salary: The full salary range for the Digital Product Manager position is $6,290 to $9,920 per month, with new hires generally starting between $6,890 to $8,700 per month, based on relevant knowledge, skills, education, and experience. This range will be converted to semi-monthly ranges for exempt employees.
• Annual Incentive: In addition, all SELCO team members receive an annual incentive based on how well SELCO meets the prior year’s strategic business goals. This incentive is calculated using the team member’s prior year eligible earnings and ranges from 0%-12% (with the average payout over the last five years being 11.07%).

Benefits

Our team’s well-being is a priority, and we’re proud to offer a comprehensive and holistic benefits package for team members and their families.

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) retirement plan (with guaranteed employer contributions)
• Paid time off for personal and volunteer hours, as well as 10 paid holidays per year
• Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.

Position Overview

The Digital Product Manager contributes strategically and tactically to the effective lifecycle management of assigned member-facing digital services to optimize the user experience and SELCO’s return on investment. The Digital Product Manager is responsible for the success of assigned products. They will analyze data and monitor key metrics, conduct market and user research, manage product roadmaps, and collaborate with stakeholders, developers, and the Digital Services team to execute the strategies and roadmaps.
Assigned products will include online account opening, direct deposit switch services, and other member-facing digital products and services.

SELCO Core Essential Functions

• Demonstrate adaptability and leadership skills, and uphold SELCO’s Mission Statement, Corporate Values, Service Promises and Exceptional Customer Service Standards.
• Adhere to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations.
• Interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help.
• Consistently achieve individual performance goals and contribute to department and organizational objectives.
• Represent SELCO with a high level of integrity and professionalism.
• Adapt to and support change to accomplish SELCO’s goals and objectives.
• Actively participate in and/or lead required meetings and trainings.
• Perform other duties as assigned.

Position-specific Essential Functions

• Act as a subject matter expert for assigned digital service solutions. Maintain a strong understanding of current system documentation, requirements, configurations, available features, and vendor roadmaps.
• Define the vision, strategy, and success criteria for assigned products in partnership with Digital Services Leadership and in alignment with Credit Union strategies.
• Drive optimization of the user experience, product adoption, member engagement, and performance results. Advocate for SELCO team member engagement and cross-sales of assigned products as needed.
• Collaborate with cross-functional teams and lead or participate in initiatives to accomplish goals.
• Develop and maintain a roadmap and backlog for assigned products. Drive execution of the roadmap.
• Collect and analyze product feedback through a variety of channels to identify and help prioritize opportunities for product improvements.
• Conduct market and user experience research (including surveys, interviews, A/B tests, and journey mapping, etc.) to understand user needs and behaviors. Leverage actionable insights.
• Monitor performance metrics over the product lifecycle. Create compelling reports and presentations for management and stakeholders about KPIs, data findings, and insights.
• Gather requirements and analyze potential enhancements. Write user stories and requirements documents.
• Contribute to the creation and maintenance of product documentation and training materials.
• Actively participate in and/or lead projects, including evaluations of new digital services and vendors.
• Participate in digital services delivery of projects and product testing, as needed.

Skills and Abilities

The position requires:

• Demonstrates strategic, action-oriented, results-driven leadership.
• Proficient communication and active listening skills through all interaction methods (e.g., in person, via phone, and in writing). Ability to communicate well with all levels of the organization and inspire positive outcomes.
• Passion for building best-in-class user experiences. Knowledgeable about web technologies and user experience (UX) principles.
• Proficient in analyzing research, including surveys, interviews, A/B tests, journey mapping, etc.
• Proficient in data and financial analysis and visualization tools and techniques to gather and interpret data trends and patterns.
• Strong knowledge of product management methodologies, tools, and best practices.
• High level of business acumen within the financial industry and digital product domain.
• Ability to interpret customer business needs and translate them into application and operational requirements.
• Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people. Value them. Ask how you can help. Listen. Help them. Invite them back.
• Strong computer and software skills, including Microsoft Office 365 applications.
• Strong knowledge of computer systems, including knowledge of systems as it applies to department usage.
• Continual learner with the ability to master specialized software applications.
• Strong interpersonal skills with the ability to work collaboratively with others.
• Excellent time management, prioritization, and organizational skills with a high level of initiative, accountability, and flexibility to adapt to changing business needs and deadlines.
• Strong problem-resolution and problem-prevention skills.
• Willingness and ability to receive, give, and apply coaching and feedback.
• Ability to work accurately with close attention to detail.
• Strong analytical skills and ability to use experience-related knowledge and good judgment to make sound, logical decisions.
• Ability to maintain confidentiality of sensitive information.
• Work ethic that includes dependability, punctuality, and a professional appearance and demeanor.
• Ability to perform and complete tasks despite background noise and interruptions.

Education and Experience

• High school diploma or equivalent; and
• Bachelor’s degree, or relevant certificates and work experience; and
• At least two years of financial institution or financial technology experience; and
• Product management or business analysis experience preferred; and
• At least two years of experience with digital services or account-opening products preferred; and
• Product Manager Certification or Certified Business Analyst Professional (CBAP), preferred; and
• Must be bondable.

Physical Demands

While performing the job duties, approximately 95% of the time is spent stationary, with the remaining time spent moving around work areas. Frequent communication occurs in person, over the phone, and in writing. This position requires the ability to view a computer screen and interpret printed materials and other documents. This position requires the ability to lift and transport up to 5 pounds, and there is an occasional need to stoop, kneel, or reach to access documents, equipment, and supplies.

Interaction and Work Environment

Reports to: Director of Digital Services

Work areas are inside in a climate-controlled environment with background noise.

Material and Equipment Used

Computer, phone, scanner, copier, fax machine, web camera, tablet, and general office supplies

Acknowledgement

I have received and reviewed a copy of the Digital Product Manager job description. I understand that this job description is not a contract of employment and in no way changes the at-will nature of the employment relationship with SELCO Community Credit Union.