M&T Bank Corporation

Contact Center Product Manager II- Chat

M&T Bank Corporation$89K — $149K *
Consumer Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree required, or equivalent experience with minimum 9 years in relevant work or education.
  • 5 years of experience in marketing, product management, financial operations, or project management.
  • Proven ability to manage product lifecycles and financial analysis.
  • Strong analytical skills for evaluating performance metrics and identifying improvement opportunities.
  • Experience with compliance, risk management, and internal control requirements.

Responsibilities

  • Own and manage the Chat channel product portfolio including experiences, bots, and self-service capabilities.
  • Lead all stages of new product implementation and modifications from design to operational readiness.
  • Analyze and recommend improvements on chat bot performance and customer experience metrics.
  • Track and report key performance indicators for the Chat channel.
  • Coordinate with various departments for enhanced chat design and implementation.

Benefits

  • Hybrid work model, allowing 4 days in office and 1 day from home.
  • Opportunities for skill development and career advancement.
  • Access to comprehensive documentation and resources related to product management.
  • Work in an environment that emphasizes belonging and inclusion.
  • Participation in continual training on compliance and regulatory standards.
Full Job Description
Contact Center Product Manager II- Chat

Location: Buffalo, NY | 4 days in office and 1 day from home

Overview:
Responsible for the management of multiple product lines or services within the Chat channel, including digital chat experiences, chat bots, authentication flows, routing, digital self-service, and customer experience orchestration. This role oversees the design, development, implementation, optimization, and marketing of Chat products to ensure they are marketable, profitable, compliant with legal and regulatory requirements, and effective in driving increased digital containment and reduced assisted-channel demand.
Primary Responsibilities:

  • Own and manage the Chat channel product portfolio, including chat experiences, chat bots, authentication flows, routing logic, and digital self-service capabilities.
  • Manage the business Chat channel opportunity intake and enhancement pipeline.
  • Lead all aspects of new product implementation and existing product modifications, including design, development, testing, deployment, and operational readiness.
  • Develop, refine, and prioritize chat bot use cases in collaboration with business partners and stakeholders.
  • Analyze chat bot performance, including utterances, misroutes, fallbacks, and containment opportunities; recommend improvements to accuracy, automation, and customer experience.
  • Track, analyze, and report key Chat channel KPIs, including digital containment, abandonment, chat duration, customer effort, and demand deflection.
  • Recommend product pricing with a clear understanding of cost structure, revenue planning, profitability, and product risk.
  • Own all Chat product financials, including revenue planning, forecasting, and profitability analysis.
  • Ensure Chat products and services comply with all legal, regulatory, risk, and internal control requirements in accordance with the Company's Risk Appetite.
  • Act as a liaison with business partners, ECCI, technology teams, operations, compliance, risk, and other affected departments.
  • Coordinate with ECCI to design, implement, and deploy enhanced chat and bot flows.
  • Maintain comprehensive documentation for chat flows, logic, feature releases, and operational procedures.
  • Work closely with the Customer Channels Test Coordinator to ensure high-quality testing and release execution.
  • Review new developments in company markets and digital servicing trends; evaluate and recommend new Chat services, products, or enhancements.
  • Establish marketing objectives and partner with internal teams to develop effective programs to promote Chat products and drive adoption.
  • Evaluate Chat product and service performance and recommend changes to features, pricing, or marketing strategies as needed.
  • Perform ongoing reporting and analysis related to the Chat product portfolio.
  • Identify and escalate risk-related issues to management as appropriate.
  • Promote an environment that supports belonging and reflects the M&T Bank brand.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit findings and regulatory issues as applicable.
  • Complete other related duties as assigned.


Education and Experience Required:

Bachelor's degree

5 years' proven marketing, product management, financial, operations and/or project management experience,

OR in lieu of a degree,

A combined minimum of 9 years' higher education and/or work experience, including a minimum of 5 years' proven marketing, product management, financial, operations and/or project management experience.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $89,600.00 - $149,300.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location
Buffalo, New York, United States of America

About M&T Bank Corporation

M&T Bank is a financial holding company headquartered in Buffalo, New York. M&T's principal banking subsidiary, M&T Bank, operates banking offices in New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia, and the District of Columbia. Trust-related services are provided by M&T's Wilmington Trust-affiliated companies and by M&T Bank. M&T Bank traces its origins to the founding of Manufacturers and Traders Bank in Buffalo, New York. As a result of mergers, acquisitions, and name changes, M&T Bank Corporation's principal bank is now known as Manufacturers and Traders Trust Company or M&T Bank. M&T Bank reorganized under a bank holding company in 1969 called First Empire State Corporation. The name was changed in 1998 to M&T Bank Corporation, whose common stock is listed on the New York Stock Exchange and trades under the symbol "MTB."

M&T Bank Corporation Careers

Join the vibrant team at M&T Bank Corporation, a leading financial institution where innovation meets tradition, offering a plethora of job opportunities across various sectors. As one of the most respected banks in the nation, M&T Bank Corporation is the perfect place to jumpstart or advance your career in the financial services industry.

Work You’ll Do

At M&T Bank Corporation, you will be part of a culture that cherishes diversity, leadership, and professional growth. Engage in work that makes a real difference in the community while fostering your career development through comprehensive training programs and diverse learning opportunities.

Innovate and Lead

Embrace the chance to work on projects that integrate cutting-edge financial technologies with robust, traditional banking practices. M&T Bank Corporation is at the forefront of the financial industry, offering innovative solutions that redefine banking standards. Our leadership in the market is driven by a commitment to excellence and continuous improvement.

Career Growth and Opportunities

Whether you are looking for an entry-level position or a more senior role, M&T Bank Corporation provides a dynamic pathway for career advancement. With a variety of job opportunities ranging from internships to full-time positions, you can find the perfect match for your skills and ambitions. Our team is dedicated to helping you navigate your career path with tailored development plans and leadership training.

Join Our Team

Explore job opportunities and join a team that values hard work, creativity, and strategic thinking. M&T Bank Corporation is hiring professionals who are passionate about finance and eager to contribute to a team-oriented environment. Enhance your skills through hands-on experience and ongoing professional development.

Networking and Professional Development

At M&T Bank Corporation, networking and professional development are part of our DNA. Connect with industry leaders, participate in high-impact networking events, and take advantage of our mentorship programs. Our employees benefit from a supportive network that boosts their career trajectories and fosters meaningful professional relationships.

Benefits and Culture

Enjoy a comprehensive benefits package that supports both your professional and personal life. M&T Bank Corporation offers competitive salaries, health benefits, and retirement plans designed to ensure the well-being of our team members and their families. Experience a supportive and inclusive culture where every employee is valued and given the opportunity to thrive.

How to Apply

Ready to take the next step in your career? Visit the M&T Bank Corporation Careers page to browse current openings, submit your resume, and prepare for your interview. We are excited to see how your skills and ideas can contribute to our continued growth and success.

Stay Connected

Keep up to date with the latest from M&T Bank Corporation by following our careers blog. Gain insights from our experts and stay informed about new job openings and upcoming networking events. Join M&T Bank Corporation today and be part of a team that is dedicated to growth, innovation, and leadership in the banking industry. Your future starts here!
Learn more about M&T Bank Corporation
Size
17,115 employees
Market Cap
$25.2 billion
Industry
Net Income
$1.3 billion
Founded
1868
5 Year Trend
+0.2%
NASDAQ

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