Commercial Card Product Delivery Manager - Payments - Vice President

Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation.

As a Product Delivery Manager in Commercial Card Channel Solutions Team, you work to enhance and optimize the way products are delivered to customers. As a key member of the team, you create solutions and efficiencies that enable successful implementations in an expedient and organized way.  This pivotal role offers the opportunity to collaborate with cross-functional teams, forge essential relationships and ensure consistent delivery with exceptional value.  Primary responsibilities will include content writing, distilling complex technical concepts into clear, concise, and accessible language for customers, prospects, and internal teams.  The role will also include ‘white glove’ support to our users, encompassing day-to-day operational assistance, preparation of new releases, and oversee the overall production experience of our channel solutions, identifying improvements that align to user needs and business goals.

 

Job responsibilities

• Lead end-to-end product delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while escalating opportunities to improve efficiencies and functional coordination
• Lead the completion of change management activities across functional partners and ensures adherence to the firm’s risk, controls, compliance, and regulatory requirements
• Manage timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners
• Collaborate with the cross functional teams to execute on key delivery tasks and identify ways to boost efficiencies
• Develop, write, organize, and deliver digital content (online help, developers’ guides, release notes, and UI microcopy, etc. for multiple channel solutions
• Produce technically accurate and well-written documentation, working with cross-functional partners to understand and align on project objectives, goals, and requirements.
• Create and test content (PDF and HTML) for accessibility compliance to ensure the best experience for all users.
• Ensure consistency of style and tone in all materials, following corporate standards and accepted technical writing principles.
• Leverage user insights and data to inform and optimize content.
• Manage concurrent projects from start to finish, adapt to changing priorities, and meet all deadlines
• Define KPIs and monitor the production health; Anticipate future challenges, devise strategies to address, initiate and guide actions as necessary to sustain a stable product with positive client outcomes

 

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in product delivery or a relevant domain area
• Demonstrated ability to execute operational management and change readiness activities
• Strong understanding of delivery and a proven track record of implementing continuous improvement processes
• Experience in product or platform-wide release management, in addition to deployment processes and strategies
• Experience in product deployment processes or relevant delivery and readiness domain areas
• Experience with content development and authoring tools, primarily Adobe Experience Manager (AEM) and Acrobat. Working knowledge of HTML, XML, and HTML5
• Experience working with technical experts to translate information into clear, logical, layperson content for use in online help, developers’ guides, release notes, etc.
• Strong project management skills, including the ability to manage schedules and deadlines for multiple projects
• Experience adhering to documented standards for brand and copy including style, voice and tone. Familiarity with style guides such as the Microsoft Writing Style Guide
• Experience working with a variety of cross-functional teams, interacting with Product Management, UX, Engineering, Production Support, Backoffice, Servicing, Legal, Marketing, Onboarding, Sales and Relationship Managements teams 
• Strong research, analytical and creative problem-solving skills - turning analysis into actionable insights and remediation plans

 

Preferred qualifications, capabilities, and skills

• Proficient knowledge of the product development life cycle, design, and data analytics
• Financial Services industry experience
• Deep, expert-level knowledge of our multiple Commercial Card channel solutions
• Familiarity with acce