Product Manager, Core Card Customer Experience

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 ou...