Senior Product Manager: Contact Center Transformation Remote

Huntington Bancshares, Inc.; Hoover (AL); Hybrid; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

Huntington Bancshares, Inc. is seeking a Senior Product Manager to define the vision, roadmap, and delivery for the Contact Center product portfolio within Corporate Operations. You will partner with operations, technology, risk, and compliance to improve customer and colleague experiences and business performance.

You will guide product analysts and work with delivery teams to ensure clear requirements, acceptance criteria, and successful implementations that align with strategic priorities.

Qualifikationen

• 7+ years of experience leading and supporting Agile Delivery teams through end-to-end implementation, including requirements definition, story decomposition, user testing and demonstrations.
• Experience leading product management teams in a banking or financial services context.
• Experience with Call Center operations, processes and supporting technology solutions within the banking or financial services industry.

Aufgaben

• Lead product strategy, roadmap, and outcomes for the Contact Center value stream.
• Define Epic and Feature acceptance criteria from partner requirements and ensure agile delivery.
• Collaborate with cross-functional teams (business, design, technology) to meet scope, budget, and delivery timelines.
• Engage with Legal, Risk, and Compliance to identify requirements and secure approvals throughout discovery and delivery.

Kenntnisse

Agile delivery

Product management

Call center

Banking domain

Ausbildung

Bachelor's Degree

Jobbeschreibung

Description

This position is available to be located at any Huntington Bank corporate office location

Job Summary

The Senior Product Manager is responsible for defining the vision, roadmap, priorities, and delivery of product capabilities for an assigned value stream within the Corporate Operations & Transformation Product organization. This position sits on the Consumer Operations Product team, leading product strategy and execution for the Contact Center product portfolio. The Senior Product Manager partners with operations leaders, business stakeholders, technology teams, risk, legal, compliance, and other cross-functional partners to identify opportunities, define desired outcomes, and deliver solutions that improve customer and colleague experiences and business performance. This role provides guidance to Product Analyst(s) and works closely with Product Owner(s) and delivery teams to ensure business needs, requirements, acceptance criteria, and implementation plans are clearly defined and successfully executed.

Description

This position is available to be located at any Huntington Bank corporate office location

Job Summary

The Senior Product Manager is responsible for defining the vision, roadmap, priorities, and delivery of product capabilities for an assigned value stream within the Corporate Operations & Transformation Product organization. This position sits on the Consumer Operations Product team, leading product strategy and execution for the Contact Center product portfolio. The Senior Product Manager partners with operations leaders, business stakeholders, technology teams, risk, legal, compliance, and other cross-functional partners to identify opportunities, define desired outcomes, and deliver solutions that improve customer and colleague experiences and business performance. This role provides guidance to Product Analyst(s) and works closely with Product Owner(s) and delivery teams to ensure business needs, requirements, acceptance criteria, and implementation plans are clearly defined and successfully executed.

Key Responsibilities

Product Strategy, Roadmap & Outcomes

• Lead efforts to identify business challenges, customer and colleague needs, and opportunities to improve processes, experiences, and business outcomes within the assigned value stream.
• Demonstrate a strong understanding of the Contact Center, including its business processes, customer and colleague needs, technology capabilities, operational dependencies, and strategic priorities.
• Partner with Product Director and Stakeholders to build and maintain the product roadmap.
• Define or enhance Objectives and Key Results (OKRs) aligned to product initiatives.
  
  
  

Product Delivery & Execution

• Lead Epic and Feature acceptance criteria definition, gathering requirements from Contact Center business partners.
• Work with agile teams to iterate and build, prioritizing highest business value.
• Improve speed to market for high-impact features.
• Partner with delivery teams to ensure seamless rollout for customers and colleagues.
  
  
  

Cross-Functional Leadership & Governance

• Lead cross-functional teams across business, design, and technology toward shared outcomes.
• Partner with technology team to understand solution options, sizing estimates, delivery impacts; facilitate design and trade-off decisions that meet business requirements while managing scope and budget.
• Collaborate with Legal, Risk, and Compliance throughout discovery and delivery to identify requirements, assess potential impacts, address issues, and secure necessary secure approvals.
• Engage with external vendors as needed.
• Measure performance vs. expectations and adjust strategy based on results.
  
  
  

This position is available to be located at any Huntington Bank corporate office location

Basic Qualifications

• Bachelor's Degree
• 7+ years of experience leading and supporting Agile Delivery team through end-to-end implementation; including requirements definition, story decomposition, user testing and system demonstrations.
• Experience in leading product management teams
• Experience with Call Center operations, processes and supporting technology solutions within the banking or financial services industry.
  
  
  

Preferred Skills

• Strong analytical skills and familiarity with the Software Delivery Lifecycle.
• Strong organizational skills and attention to detail.
• Demonstrated interest and success in improving Agile execution.
• Experience with user-centered design and usability expertise.
• Proficiency in creating supporting documentation, wireframes, workflows, etc.
• Familiarity with program execution metrics and project management tools.
• Knowledge of data mapping and reconciliation techniques.
• Exceptional analytical abilities, critical thinking, and creative problem solving.
• Understanding and experience with Fintech solutions including payments, deposit originations, lending originations, and servicing.
• Experience managing vendor relationships.
• Self-starter who develops plans and is committed to hitting delivery dates.
• Must have excellent written and verbal (face-to-face and phone) communication skills including professional grammar and demeanor.
• Ability to develop working relationships with individuals at all levels of an organization.
  
  
  

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington Bank will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington Bank colleagues, directly or indirectly, will be considered Huntington Bank property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.