Contact Center Product Manager II- Chat

Primary Responsibilities

• Own and manage the Chat channel product portfolio, including chat experiences, chat bots, authentication flows, routing logic, and digital self-service capabilities.
• Manage the business Chat channel opportunity intake and enhancement pipeline.
• Lead all aspects of new product implementation and existing product modifications, including design, development, testing, deployment, and operational readiness.
• Develop, refine, and prioritize chat bot use cases in collaboration with business partners and stakeholders.
• Analyze chat bot performance, including utterances, misroutes, fallbacks, and containment opportunities; recommend improvements to accuracy, automation, and customer experience.
• Track, analyze, and report key Chat channel KPIs, including digital containment, abandonment, chat duration, customer effort, and demand deflection.
• Recommend product pricing with a clear understanding of cost structure, revenue planning, profitability, and product risk.
• Own all Chat product financials, including revenue planning, forecasting, and profitability analysis.
• Ensure Chat products and services comply with all legal, regulatory, risk, and internal control requirements in accordance with the Company’s Risk Appetite.
• Coordinate with ECCI to design, implement, and deploy enhanced chat and bot flows.
• Maintain comprehensive documentation for chat flows, logic, feature releases, and operational procedures.
• Work closely with the Customer Channels Test Coordinator to ensure high-quality testing and release execution.
• Review new developments in company markets and digital servicing trends; evaluate and recommend new Chat services, products, or enhancements.
• Establish marketing objectives and partner with internal teams to develop effective programs to promote Chat products and drive adoption.
• Evaluate Chat product and service performance and recommend changes to features, pricing, or marketing strategies as needed.
• Perform ongoing reporting and analysis related to the Chat product portfolio.
• Identify and escalate risk-related issues to management as appropriate.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit findings and regulatory issues as applicable.
• Complete other related duties as assigned.

Education and Experience Required

• Bachelor’s degree
• OR
• A combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ proven marketing, product management, financial, operations and/or project management experience.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $89,600.00 - $149,300.00 Annual (USD).