Manager of Digital Product

Digital Product Management Leadership

Under the guidance of the AVP of Digital Solutions and in accordance with established protocols, this role encompasses a range of responsibilities to oversee product direction within Digital Product Management and Digital Continuous Improvement. The position involves formulating organizational strategies in digital and technology, aligned with current trends and member demands. Responsibilities include supervising all aspects of the Digital Product team, including training, operational oversight, and vendor relationships.

Key areas of focus include the product management of digital channels and services, including mobile and online banking, digital account opening, omnichannel experiences, digital channel feedback and surveys, and knowledge base management. Additionally, the role assumes leadership on critical projects identified for enhancing operational efficiency. Supporting the management of Digital Solutions personnel, the role ensures the smooth execution of essential activities to uphold operational effectiveness.

Addressing member issues and complaints, both internal and external, is also integral to the role, adhering closely to organizational principles and regulatory standards. This addition underscores Apple FCU's commitment to a Member First philosophy, aiming to fully digitize and enhance the member experience. The role performs duties and responsibilities in accordance with The Apple Way principles:
Team Up, Serve with Purpose, Challenge Yourself, and Own It. It remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other job duties as assigned by the Digital Solutions Senior Management Teams.

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…