Mgr, Product Manager

Product Management
The Product Management role is responsible for managing aspects of the product strategy and the end-to-end product lifecycle. This role focuses on TIAA's participant Mobile App – an important digital channel to strengthen engagement, drive growth, and reduce operational costs.

• Gather requirements across multiple product development teams and stakeholders to determine overall priority for development
• Develop 12- to 18-month product roadmaps for the mobile app that reflect competitive positioning, client need, and business strategy
• Design and implement key solutions in support of the Experience Product roadmap
• Define success metrics for the mobile app and ensure they are met, including Customer Effort Score (CES), digital channel initiation, and other client health and business metrics

• Identify all customer touchpoints, ensuring seamless integration across digital and operational and service interactions
• Cultivate deep customer empathy through call listening sessions, watch parties, Dynatrace reviews, and direct engagement with our participants

• Collaborate with all Experience Product teams, Technology teams, and non-technology partners to ensure design and product architecture standards are aligned and implemented
• Partner with business partners, designers, content strategists, engineers, researchers, analytics professionals, operations leads, and control partners — including legal, risk, compliance, and fraud teams — to deliver cohesive solutions
• Engage control partners early in the process to assess business risk and support outcomes that balance strong client experience with appropriate compliance and controls

• Analyze key performance indicators (KPIs) to evaluate the impact and effectiveness of solutions, including Customer Effort Score (CES), Net Promoter Score (NPS), digital engagement metrics, and other leading indicators
• Establish success metrics and analytics frameworks to measure experience performance across reporting capabilities
• Leverage client research, behavioral data, and competitive intelligence to inform product decisions and prioritization
• Continuously test, learn, and iterate based on quantitative and qualitative feedback
• Make evidence-based recommendations to leadership on investment priorities and trade-offs, including identification of the business levers that your work is driving

• Foster innovation, collaboration, and leverage new technologies including artificial intelligence to advance TIAA's institutional client experience brand through internal and external initiatives
• Develop and articulate a clear point of view on how AI can transform the mobile app experience while maintaining compliance and building client trust
• Utilize AI tools, including prompt development and sharing, to create efficiencies in your own work and improve collaboration with partner teams

• University (Degree) Preferred

• 5+ Years Required; 7+ Years Preferred

• Physical Requirements:
  
  Sedentary Work

8IC

• 5+ years of product management experience owning customer-facing digital experiences
• Experience addressing customer needs through direct engagement, research, and/or feedback analysis
• Experience working effectively across cross-functional teams including design, engineering, operations, and/or compliance delivering cohesive solutions

• 7+ years in product management roles with increasing responsibility
• Experience in mobile app product management
• Experience designing, implementing,…