Sr. Manager, Product Owner II, Contact Center Business Intelligence & Analytics

Work Location: Mount Laurel, New Jersey, United States of America. 40 hours per week.

About the role

The Product Owner II ensures that a development team (pod) or multiple development teams (pods) create value for the organization through the delivery of customer-focused product increments. This role aligns with other Product Owners and senior management to follow a product vision, maintains a prioritized product backlog, manages delivery blockers, and continuously assesses customer feedback. The Product Owner II maximizes value, improves product or delivery processes, and fosters a positive Agile work environment based on transparency, collaboration, and engagement.

As a Sr. Manager accountable for business intelligence, the Product Owner II for Data & Analytics is responsible for contact center platform capability performance and value management. This role leads the Analytics & Business Intelligence pod, drives business performance, and informs future capability investment within the US Contact Center (USCC). It also evaluates new work requests to prioritize across USCC products.

Responsibilities

Customer Accountabilities

• Partner with senior management to support the delivery of a product vision.
• Create and maintain a product backlog, continuously re-prioritizing user stories to maximize customer or end-user value.
• Align with senior management on the product delivery roadmap, defined Minimum Marketable Features (MMF), Minimum Viable Products (MVP), and release cadence.
• Review performance analytics and champion strategies to enhance the customer or end-user product experience.
• Participate in Scrum or Kanban events (e.g., stand-ups, retrospectives) and share ideas for improving product value or delivery efficiency with leadership.
• Proactively engage business process partners to prepare customers or end-users for application changes and establish Day 2 processes.
• Create a value-focused product backlog, continuously iterating and ensuring user stories are scoped and prioritized.
• Provide oversight for user story design, development, and completion; accept or reject user stories based on the Definition of Done and Acceptance Criteria.
• Manage delivery initiatives and oversee multiple development team (pod) backlogs, depending on complexity.
• Proactively raise issues that impede the efficient delivery of customer-focused increments.
• Responsible for defect management and prioritization.

Shareholder Accountabilities

• Ensure the team adheres to enterprise frameworks and methodologies related to business management activities.
• Lead relationships with corporate and/or control functions to align with enterprise and regulatory requirements.
• Support the team in staying knowledgeable about emerging issues, trends, and evolving regulatory requirements, assessing potential impacts to the Bank.
• Assess and identify key issues, escalating to appropriate levels and stakeholders as required.
• Lead the submission and discussion of the Quarterly Business Review for their product.
• Identify, mitigate, and report on risk issues per enterprise policy and ensure appropriate escalation processes are followed.
• Ensure business operations comply with applicable internal and external requirements (e.g., financial controls, segregation of duties, transaction approvals, and physical control of assets).
• Lead relationships with business lines, corporate, and control functions to ensure alignment with enterprise and regulatory requirements.
• Contribute to cross-functional or enterprise initiatives as a subject matter expert, providing guidance for complex situations.
• Define OKRs in partnership with stakeholders across the organization.
• Protect the interests of the organization by identifying and managing risks, escalating non-standard, high-risk transactions or activities as necessary.
• Manage oversight processes, risk-based identification, and monitoring of related risks and regulatory compliance across supported functions.
• Oversee or lead the facilitation and implementation of action or remediation plans to address performance, risk, or governance issues.
• Stay abreast of emerging issues, trends, and evolving regulatory requirements, assessing potential impacts.
• Maintain a culture of risk management and control, supported by effective processes aligned with risk appetite.

Employee/Team Accountabilities

• Contribute to the development of business segment and/or enterprise functional strategic priorities within their operational area.
• Develop annual and long-term plans for their area and influence plans beyond the managed area.
• Provide leadership and guidance to the overall team.
• Set targets and objectives for the team and deliver results.
• Grow team expertise to align with business or enterprise demand and direction; assess team skills and capabilities.
• Lead a high-performing team, providing ongoing feedback, performance reviews, coaching, and development.
• Set performance objectives for the team, track and monitor performance, and address or reward performance in a timely manner.
• Manage employees in compliance with human resources policies, procedures, and guidelines of conduct.
• Share knowledge, information, skills, and subject matter expertise among the team to ensure timely communication of issues.
• Support an environment where the team freely escalates business challenges and facilitate change through positive reinforcement.
• Recruit a highly diverse, qualified workforce to achieve business objectives.
• Establish and foster a cohesive team, promoting a fair and equitable environment that supports diversity and encourages common goals.
• Act as a brand ambassador for the business area/function and the bank, both internally and externally.

Requirements

• Undergraduate degree and/or product certificate required; graduate degree preferred.
• 10+ years of relevant experience.
• 5-7 years of Product Owner or Agile-related delivery experience.
• Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset.
• Scaled Agile Framework (SAFe) certifications or experience operating in scaled Agile delivery considered an asset.

Preferred Qualifications

• 5-7 years as a Product Owner or Agile-related delivery experience.
• 5+ years of experience leading early assessments of new work to inform prioritization.
• 5+ years of experience identifying product/capability performance measurements and partnering with business intelligence and analytics experts.
• 5+ years of experience establishing formal rigor for evaluating product performance (e.g., scorecards, trend reviews, deep dives).
• Extensive experience presenting the financial narrative for the product group (costs and benefits) to ensure strategic investments translate into meaningful client, colleague improvements, and return on equity for TD.
• Certified Scrum Product Owner (CSPO) certification and project management experience preferred.
• Scaled Agile Framework (SAFe) certifications or experience operating in scaled Agile delivery preferred.

Pay

$115,440 - $186,160 USD per year. TD is committed to providing fair and equitable compensation opportunities. Base pay may vary based on skills, experience, job-related knowledge, geographic location, and other business and organizational needs.

Physical Requirements

• Domestic Travel: Occasional (1-33%)
• International Travel: Never (0%)
• Performing sedentary work: Continuous (67-100%)
• Performing multiple tasks: Continuous (67-100%)
• Operating standard office equipment: Continuous (67-100%)
• Responding quickly to sounds: Occasional (1-33%)
• Sitting: Continuous (67-100%)
• Standing: Occasional (1-33%)
• Walking: Occasional (1-33%)
• Moving safely in confined spaces: Occasional (1-33%)
• Lifting/Carrying (under 25 lbs.): Occasional (1-33%)
• Lifting/Carrying (over 25 lbs.): Never (0%)
• Squatting: Occasional (1-33%)
• Bending: Occasional (1-33%)
• Kneeling: Never (0%)
• Crawling: Never (0%)
• Climbing: Never (0%)
• Reaching overhead: Never (0%)
• Reaching forward: Occasional (1-33%)
• Pushing: Never (0%)
• Pulling: Never (0%)
• Twisting: Never (0%)
• Concentrating for long periods of time: Continuous (67-100%)
• Applying common sense to deal with problems involving standardized situations: Continuous (67-100%)
• Reading, writing, and comprehending instructions: Continuous (67-100%)
• Adding, subtracting, multiplying, and dividing: Continuous (67-100%)