Digital Workplace-Agent Experience & Automation Product Manager

Truist Financial Corporation; Atlanta (GA); Remote; USD 100,000 - 140,000; Full time

Job summary

An established industry player is seeking a Digital Workplace Agent Experience and Automation Product Manager to lead the charge in enhancing agent experiences and automation capabilities. This pivotal role involves driving the delivery of innovative support agent tools and evaluating emerging technology trends to position the company for future success. The ideal candidate will leverage extensive leadership experience to develop enterprise strategies and foster collaboration across teams. Join a forward-thinking organization that values strategic insight and offers a dynamic work environment, where your contributions will significantly impact the digital landscape.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k Plan

Paid Vacation

Sick Days

Paid Holidays

Disability Insurance

Life Insurance

Flexible Work Hours

Qualifications

• 15-20 years of leadership experience in technology.
• Ability to translate enterprise needs into technology solutions.
• Strong interpersonal and collaboration skills.

Responsibilities

• Evaluate financial-technology trends and identify investment opportunities.
• Develop strategies to address enterprise gaps and opportunities.
• Communicate technology recommendations to various audiences.

Skills

Technology Strategy

Leadership

Communication Skills

Negotiation

Data Analysis

Strategic Thinking

Education

Bachelor's degree in Business or Management

Technical discipline degree

Tools

ServiceNow

Microsoft Office

Job description

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Digital Workplace Agent Experience and Automation Product Manager will be a senior-level trusted advisor and thought-leader, working closely with stakeholders to drive the agent experience and drive automation capabilities. This position will drive the delivery of Support Agent tooling including Service Operations Workspace, ServiceNow Voice, Amazon Connect IVR, the IT Virtual Agent, and more. Evaluate industry trends and standards to explore innovation opportunities critical to Truist’s future technology success. Work closely with developer and engineering resources to deliver best-in-class technology for our teammates and support agents.

Senior-level trusted advisor and thought-leader providing an experienced technology and business perspective in the development of enterprise strategies and Digital enablement. Drive the delivery of enterprise strategies through current and emerging technology capabilities. Evaluate industry trends and perform financial-technology exploration to identify emerging technologies and innovation opportunities critical to Truist's future technology success. Define technology strategies, drive technology choices and make strategic technology decisions/recommendations to increase the overall competitive position of the company. Analyze complex data to help drive the strategy for the products, aiming to reduce the need for teammates to contact the Service Desk and increasing the supporter efficiency.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Evaluate financial-technology and other emerging technology trends in the industry to identify opportunities that warrant consideration and potential investment by the CTO.
2. Stay abreast of business trends to identify existing and emerging enterprise gaps or opportunities; develop strategies to address gaps and take advantage of opportunities.
3. Establish principles, rules, standards and best practices for enterprise technologies, injecting these in the established architecture and project review processes.
4. Support strategic business transformation initiatives (Core Banking transformation, Enterprise Digital Strategy).
5. Develop business cases that effectively represent the business opportunity and the investments (people, funding, time) required to achieve the enterprise value.
6. Effectively communicate technology and business enablement future-state recommendations to a variety of audiences (from Board level/Executive Management to technologists to end-users) such that it engenders buy-in and active support.
7. Establish framework for identifying broad architecture strategies, choices and standards.
8. Identify future Truist transformation needs.
9. Develop and leverage a network of external business partners, academics and technology thought leaders to ensure Truist positioned for the digital future.
10. Collaborate with the broader Truist architecture community and provide input into Information Technology (IT) strategies and Architecture standards.
11. Provide influential leadership that supports insightful decision-making, effectively aligns technology capabilities with business needs.

QUALIFICATIONS
Required Qualifications:
1. Bachelor's degree in Business, Management, or Management Information Systems-related field, or equivalent education and related training
2. Fifteen to twenty years of progressively responsible leadership experience in technology;
3. Fifteen to twenty years of experience in technology strategy and/or architectural domains
4. Comprehensive experience with various architectural domains such as application, data, infrastructure, security and integration
5. Broad understanding of technology, architectural and strategic-planning concepts
6. Ability to identify and translate enterprise-level needs into technology plans/business solutions
7. Ability to interact effectively with Executive Management
8. Strong interpersonal, collaboration and communication skills
9. Ability to think and act strategically
10. Substantial experience as a senior-level and effective negotiator (internal and external negotiations)
11. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:

1. Bachelor's degree in a technical discipline or similar work experience
2. Banking or financial services experience
3. Well-versed in managing distributed teams comprised of both onshore and offshore
4. Functional and technical knowledge of data and analytics

5. Experience working with ServiceNow products and backend processes

6. Experience leading Agile teams and agile frameworks

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting
Frequently (25% - 50% of the time)
Lifting
Up to 25 lbs.
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel
Up to 25%

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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