Mgr, Product Manager

## Mgr, Experience Product Manager Apply:
Hybrid Flex:
Charlotte, NC, USA:
Dallas, TX, USA:
Waltham, MA, USA:
Full time:
Posted Yesterday:
End Date:
September 22, 2026 (2 days left to apply):
RProduct 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. Key

Responsibilities and Duties:

Product Strategy & Backlog Management  
• 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 Customer Experience & Journey Design  
• 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 Partnership & Collaboration  
• 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 Performance Monitoring & Data-Driven Decision Making  
• 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 Innovation & AI Enablement  
• 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
** Educational Requirements
*** University (Degree) Preferred
** Work Experience
*** 5+ Years Required; 7+ Years Preferred
** Physical Requirements
**
* Physical Requirements:

Sedentary Work
** Career Level
** 8IC
* * Required Qualifications
*** 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…