Product Manager, Core Card Customer Experience

About the role

You'll shape how millions of customers understand and resolve their servicing needs through clear, coordinated, and timely experiences. Join a team where your work directly connects customer empathy with measurable business outcomes. As a Service Communications Product Manager in Core Card Customer Experience Product, you will lead strategy and delivery for a cross-card communications roadmap that helps customers understand and resolve servicing issues digitally. You'll align partners, manage complex dependencies, and drive initiatives from discovery through delivery in a fast-moving, regulated environment.

Job responsibilities

• Shape and evolve the service communications strategy and roadmap to improve customer awareness, enable digital self-service, and reduce avoidable servicing contacts
• Connect customer problems, servicing insights, and business priorities to identify, size, and sequence roadmap opportunities
• Lead discovery efforts to uncover customer pain points, define target segments, and align stakeholders on impactful communication solutions
• Drive cross-functional requirements alignment across servicing, design, card, and digital product teams to produce clear, actionable delivery requirements
• Manage dependencies across supporting products and teams by coordinating intake, clarifying ownership, establishing delivery plans, and resolving blockers
• Identify, assess, and escalate delivery risks and issues; bring the right partners together to make decisions and maintain momentum
• Build and maintain operating routines that provide transparency into initiative health, milestones, risks, and decisions
• Develop executive-ready materials that synthesize complex topics and communicate roadmap progress, opportunities, and recommendations
• Partner with Legal, Compliance, Risk, and Controls to proactively identify and mitigate operational and technology risks throughout the product lifecycle
• Identify and implement improvements to cross-team ways of working, delivery processes, and operating routines

Required Qualifications, Capabilities, And Skills

• 5+ years of product management, product delivery, or related experience, including leading complex cross-functional initiatives in financial services
• Advanced knowledge of the product development lifecycle, design practices, and data analytics
• Proven ability to lead end-to-end product work from discovery and ideation through delivery, measurement, and iteration
• Experience collaborating with user experience design and research teams
• Experience authoring business requirements, defining user stories, and working within an Agile delivery framework
• Experience building and managing a product roadmap and backlog aligned to business objectives
• Strong analytical skills, including using product metrics, funnel analysis, customer insights, and key performance indicators to prioritize and evaluate outcomes
• Strong written and verbal communication skills, including developing executive-ready materials and communicating risks and recommendations to senior stakeholders
• Experience operating in a regulated or risk-based environment with Legal, Compliance, Risk, Controls, Privacy, or Information Security partners
• Bachelor's degree or equivalent practical experience

Preferred Qualifications, Capabilities, And Skills

• Experience developing or delivering customer communications, digital servicing experiences, or proactive customer engagement strategies
• Background in credit cards, consumer banking, payments, or another complex financial services environment
• Experience using experimentation and iterative delivery to optimize customer and business outcomes
• Track record of delivering measurable improvements in customer experience, digital self-service, operational efficiency, or cost to serve
• Experience aligning multiple teams to shared platforms, capabilities, and dependencies in a scaled organization