Digital Product Support Manager - Business Banking

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. Job Description Product Managers at U.S. Bank are customer obsessed in driving product visioning, planning and development to deliver on our human + digital product strategy and staying one step ahead of evolving economic, technological, and customer needs. The Product Support Manager serves as the primary escalation point for bankers and business customers who encounter challenges completing tasks through digital channels. This role is responsible for investigating customer issues, coordinating resolution efforts across operations, contact center, product, and technology teams, and ensuring a seamless customer experience. Key Responsibilities Serve as the escalation point for bankers and business customers experiencing digital servicing issues. Coordinate resolution of customer-impacting issues across product, operations, contact center, and technology teams. Investigate and document production defects, partnering with Production Support to identify root causes and corrective actions. Analyze support cases and feedback to identify trends, process gaps, and opportunities to improve digital experiences. Drive continuous improvement initiatives that reduce support volume, improve customer satisfaction, and increase digital self-service adoption. Communicate issue status, root causes, and resolution plans to stakeholders and leadership as needed. Critical Skills: Strong analytical and problem-solving skills with the ability to identify patterns and recommend solutions. Ability to influence and collaborate across cross-functional teams in a matrixed environment. Excellent communication skills and a customer-centric mindset. Expertise on the critical interdependencies among product model system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results using business metrics, key performance indicators, design systems, service blueprints, and reusability. Additional Skills: Ability to anticipate shifting market priorities, internal and external customer needs in a manner that consistently adds value. Strong customer centricity to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point. Knowledge of technical aspects of software products; ability to design, configure and integrate technical aspects of software products. Knowledge of Agile ways of working, knowledge of processes, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations. Minimum Qualifications: Product management experience Typically 5-10 years of experience If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants . Benefits: Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following: Healthcare (medical, dental, vision) Basic term and optional term life insurance Short-term and long-term disability Pregnancy disability and parental leave 401(k) and employer-funded retirement plan Paid vacation (from two to five weeks depending on salary grade and tenure) Up to 11 paid holiday opportunities Adoption assistance Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law Review our full benefits available by employment status here . U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law. E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program . The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $119,765.00 - $140,900.00 U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures. Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies. Posting may be closed earlier due to high volume of applicants.