Consumer Card Customer Experience Product Manager

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This job is responsible for managing the end-to-end product life cycle, including conducting market research and competitor analyses, determining product pricing, developing short and long-term strategies, identifying innovative opportunities to modernize product offerings and deliver a more unified customer experience, and adhering to the Product Risk Management policy. Job expectations may include ensuring that product management efforts are integrated with sales, marketing, operations, implementation, and customer service strategies.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Responsibilities:

• Identifies and creates comprehensive plans for product development and deployment, including supporting the creation of sales training programs and marketing materials to educate clients and internal teams on product capabilities
• Oversees a set of products and maintains financials, including managing the investment profile and profit and loss (P&L) activities, such as revenue and profit margins
• Provides information on product trends to sales and marketing teams leveraging knowledge of product functionality, marketplace trends, and the competitive landscape
• Identifies opportunities to streamline or enhance product offerings to fit client's existing and future needs and support continued growth and operational excellence

• Manages risk through implementing and monitoring effective controls in partnership with key support partners

• Partners with internal stakeholders to obtain meaningful insights about markets, clients, and competitors in order to develop products that solve client needs and ensure high adoption rates

• Work with product owners, Complaints EAC/ECOE, and Card Product Leaders to perform complaint reviews and thematic analysis

• Execute routine deliverables including Thematic analysis, potential non-compliance complaint review, stakeholder material routines and communications, and monthly deep-dives of complaint

• Effectively translate complaint data into a story with recommendations

• Communicate at an executive level.

• Work on ad hoc projects such as Working Groups, MRAs, OCC Exams, and regulatory responses

Required Qualifications:

• Understanding of Bank of America’s Enterprise Complaints Policy and Standard
• Experience in both the development and delivery of presentations to Senior Executives
• Strong Risk awareness, including Operational, Compliance, and Reputational Risk
• Demonstrated proficiency with using Microsoft Office Applications (e.g., EXCEL, POWERPOINT)
• Works independently and as part of a team to achieve objectives
• Critical thinker with problem-solving skills
• Challenges the status quo and engage in data-driven strategies to influence changes
• Excellent written and verbal communication skills; ability to simplify and summarize complex topics
• Contributes to create a positive team culture within a diverse workforce
• Understanding of Consumer Card products, including how the products work and customer communication channels (Marketing and Servicing)

Desired Qualifications:

• College Degree - B.A or B.S. preferred
• 2-5 years of prior product management or development experience
• Experience with developing strong business cases
• Proven ability to manage competing priorities to meet
• Experience with Business Intelligence Analysis tools (Tableau, MicroStrategy, SAS/SQL)

Skills:

• Attention to Detail
• Collaboration
• Oral Communications
• Presentation Skills
• Reporting
• Continuous Improvement
• Executive Presence
• Problem Solving
• Process Management
• Product Management
• Business Analytics
• Influence
• Innovative Thinking
• Market Analysis
• Strategic Thinking

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544)

Pay and benefits information

Pay range

$101,000.00 - $145,700.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.