Manager of Digital Product
Team Leadership and Development
Lead, coach, and develop the digital services team. Hold regular team meetings and one-on-one sessions to give feedback, set goals, and solve performance or operational issues. Encourage a team environment that promotes innovation, continuous improvement, and excellence. Work with business, product, and operations teams to improve workflows, processes, and member communications, enhancing the member experience. Interview, schedule, train, and manage team members' performance. Promote professionalism and excellence to deliver great member services and support. Ensure staff are ready through effective training programs and keep necessary documentation for personnel actions.
Digital Product and Vendor Management
Partner with senior leadership to enhance member experiences and increase usage of Apple FCU products. Collaborate with IT teams to develop and deploy digital solutions, oversee internal communications, and prepare training materials. Manage vendor relationships to ensure operational systems and resolve issues. Test and recommend improvements to digital solutions. Engage and maintain vendor relationships, represent business needs, and hold vendors accountable.
Strategic Product Management and Ownership
Collaborate with Digital Solutions leadership teams and cross-functional teams to propose and execute new digital products and services. Lead product lifecycle management from requirements gathering through to release management, ensuring alignment with organizational goals and member needs. Lead product management efforts, including requirements gathering, evaluation, prioritization, and release management. Own the comprehensive communication of product features and functions across the organization.
Collaboration with Other Departments
Collaborate with IT, marketing, and other departments to align digital operations with overall organizational goals and strategies. Communicate effectively with all levels of the organization to report on digital operations performance, project progress, and strategic initiatives. Represent the digital services team in cross-functional meetings and projects. Ensure that all stakeholders are informed and enrolled in the product development process, from initial concept through to launch and post-launch evaluation.
Project Participation and Management
Lead and participate in projects aimed at launching new digital services, features, or enhancements. Ensure communication to impacted areas are delivered and ensure timely delivery and alignment with organizational goals by coordinating with cross-functional teams to ensure successful implementation and adoption of new initiatives.
Operational Excellence
Resolve complex member issues, ensuring adherence to credit union policies and procedures while maintaining positive member relations. Prepare and deliver accurate reports to senior leadership in a timely manner to support informed decision-making.
Technical Oversight and Maintenance
Oversee the review and maintenance of digital systems essential to business operations, including but not limited to Digital Solutions Helpdesk, Fraud Solutions, and various banking platforms. Liaise with IT for system-specific issues and improvements.