Sr. Manager, Customer Service Platforms at Silicon Valley Bank in Santa Clara, California

Job Description:

Senior Manager, Product Management, Customer Service Platforms

The Customer Servicing Platforms team is responsible for building and driving the strategy, roadmap, and execution of products and platforms leveraged by the bank's front office, operations, and product implementation teams. This team works closely with the services organizations to identify technology needs and turn them into world-class servicing solutions This team is essential to maintaining the bank's high-touch customer service brand, enabling growth, and increasing employee satisfaction.

As part of this team, the Senior Manager, Product Management will take ownership of key servicing areas of the bank and drive innovative solutions into the hands of our staff to enable faster, more accurate handling of our client's servicing needs. Key responsibilities of this role will include:

• Provide a central point of contact for the Requirements Management System across all operations groups in order to maintain close collaborative engagement
• Develop forward-looking vision and work items that will extend the value delivered by the systems on an ongoing basis
• Maintain a prioritized backlist of business-driven improvement opportunities and develop program plans that focus on the delivery of the highest impact items
• Manage the content of each release, increment, and sprint balancing strategic investments, bug fixing, and user requested enhancements
• Implement a go-to-market plan for each release that maintains stake-holder engagement and enables a successful upgrade for the end-user's environment
• Identify, champion, and implement user feedback processes that are responsive, transparent, and focused on enabling real business value
• Provide ongoing analytics of the success of your programs and the overall system
• Direct management of 2 FTEs. Hiring and leadership of additional resources as needed by the scope of active projects.

The successful applicant for this role will have the following capabilities and credentials:

• 6-10 years of product management experience with a track record delivering highly performing products and exceptional customer satisfaction
• Ability to turn end-customer inputs into structured requirements and user stories
• Adept Agile practitioner with prior scrum team experience as a product manager
• Experience building enterprise class applications (scale, security, & reliability)
• Experience defining, instrumenting, and collecting metrices with the ability to understand the data and turn it into forward looking improvement strategies
• Excellent communication skills in front of all sizes and types of audiences
• History of defining and delivering highly intuitive end-user experiences
• Strong organizational and planning skills. Ability to manage multiple projects simultaneously
• A bachelor's degree in science, engineering or other major that requires structured problem solving; MBA is a plus
• Prior experience in banking or business process management or automation or customer service products is highly desired. As is experience in internal tools or contact center / business process transformation projects.
• Currently this role is work from home with the possibility to require partial or full-time work in a local office and up to 20% travel.

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