Senior Consumer Product Manager

Location:

358 N Shore Drive

Pittsburgh, Pa 15212

100 Corporate Center Drive

Suite 200

Camp Hill, Pa 17011

800 Philadelphia Street

Indiana, Pa 15701

10 N Church Street

West Chester, Pa 19380

Hours:

Monday-Friday 8AM-5PM

(Additional hours as necessary to meet the objectives of the department)

Function: A strategic role responsible for identifying and leading initiatives that enhance client experience, reduce risk, and improve efficiency related to Consumer and Business products.

Duties and Responsibilities:

• Owns the strategic direction, ongoing management, and continuous improvement of assigned consumer and small business product sets, ensuring alignment with enterprise priorities, risk appetite, and client experience standards.

• Identifies, evaluates, and leads cross-functional strategic initiatives designed to enhance the end-to-end client experience, reduce operational and compliance risk, and improve efficiency across product origination, servicing, and lifecycle management.

• Serves as the primary liaison between Product, Operations, Technology, Risk, Compliance, and Marketing to ensure product strategies are executable, compliant, and operationally sound.

• Establishes and monitors product performance metrics, client feedback, and operational indicators to inform prioritization, investment decisions, and ongoing enhancements.

• Leads product governance activities, including risk assessments, regulatory reviews, issue remediation, and change management related to product updates or new initiatives.

• Drives simplification and standardization efforts across consumer and business product offerings to reduce complexity, improve scalability, and support consistent client and employee experiences.

• Provides product expertise and guidance to internal stakeholders, including frontline teams and senior leadership, to support effective execution, training, and communication of product changes.

• Establish and maintain close partnership with Consumer and Business Bank Line of Business Leaders to ensure products and vendor relationships are meeting the needs of their customers. Shares key product updates and performance, and gains alignment to initiatives and priorities.

• Collaborates with key stakeholders across Finance, Risk, Compliance, Technology, Operations and Marketing to uncover opportunities, develop strategies, implement key changes, and address issues.

• Owns ongoing research and understanding of financial services competitive and regulatory product and fee environment in order to make recommendations for product enhancements or adjustments to maintain competitive advantage.

•  Works with Data and Analytics and Finance partners to enhance and develop product performance and profitability metrics. Leverages data to identify and share key insights and opportunities with Consumer Bank, Marketing and Product leaders.

• Partners with the Consumer Banking Business Risk Control Manager to maintain the Product Risk and Control Self-Assessment; identifies opportunities to build or enhance controls.

• Owns ongoing, existing vendor relationships for Credit Cards, Checks, and Debt Insurance. Responsible for informing Corporate and Retail Training and Marketing on any product changes, enhancements, or key updates to keep training materials for sales and operations teams accurate. Reviews product-related customer complaints, escalates customer experience issues and performs vendor reviews annually. Identifies product enhancement opportunities and leads business case and implementation.

• Responsible for leading vendor contract renewals for assigned product sets; inclusive of evaluating vendor options, managing vendor negotiations, and building associated business case(s) for Senior Leadership approval.

• Collaborate with Director of Customer Experience and Compliance to understand product-related complaints to identify product experiential enhancements; works with the Director of Consumer Products to add to Consumer Bank Product Backlog.

• Responsible for working directly with Corporate and Retail Training and Marketing teams to review, maintain and enhance product training and resources.

• Engages sales leaders and teams to capture feedback on potential product and process enhancements and participates in focus groups and banker roundtables