JOB DESCRIPTION
As a Product Portfolio Operations Director in Consumer & Community Banking Personalization and Insights, you are an expert in creating cross-product synergies. As a leader on the team, you leverage your advanced capabilities to innovate on cross product-line coordination, remove barriers to success, and create ways for teams to continuously innovate on solutions-focused products and product features. You will lead Product Delivery and Customer Success for a portfolio of high-impact personalization, data-driven insights, and customer engagement capabilities, translating strategic priorities into executable delivery plans and driving cross-functional alignment across customers, internal users, and business stakeholders.
Ready to shape how millions of customers experience personalization and insight? You'll bring strong operating discipline, a customer orientation, and experience delivering data-enabled products in a complex environment, partnering closely across Product, Technology, Design, Data & Analytics, Operations, Controls, Legal, Risk, Compliance, and Finance to deliver capabilities that are scalable, measurable, and well-controlled.
Job responsibilities
Works across products and product lines to help ensure delivery against business objectives
Executes the strategy for reporting and communications to support our portfolio management operations and change initiatives
Oversees and coaches a team to best implement the strategy for adapting and executing the full product-line framework and ensures our core cross-product priorities, sequencing, and trade-offs are realized
Implements portfolio-level tracking of controls, financials, resourcing needs, and key prioritization decisions
Owns end-to-end delivery execution from intake and prioritization through launch, adoption, measurement, and optimization
Translates business strategy into clear roadmaps, milestones, success measures, and delivery plans
Defines and leads customer success and adoption strategies, including stakeholder readiness, user engagement, training, communications, and post-launch support
Monitors adoption, usage, satisfaction, operational performance, and business-impact metrics to identify opportunities for improvement
Creates feedback loops with customers, business users, and internal stakeholders to inform roadmap decisions and product enhancements
Serves as a trusted advisor to senior leadership on delivery health, adoption, stakeholder readiness, and business impact
Required qualifications, capabilities, and skills
- 8+ years of experience or equivalent expertise in program management or performance optimization
- Proven ability to manage and implement operational effectiveness and portfolio management initiatives
- Proven ability to operate within the product development life cycle and agile methodologies
- Strong understanding of roadmap management, launch readiness, adoption planning, and post-launch optimization
- Demonstrated ability to drive stakeholder adoption, customer success, engagement, and measurable business outcomes
- Experience working with Product, Technology, Data & Analytics, Operations, Risk, Controls, Compliance, Legal, and Finance partners
- Strong executive communication skills, including the ability to synthesize complex topics into clear decisions, risks, dependencies, and recommendations
- Proven ability to manage competing priorities, dependencies, risks, and timelines across multiple initiatives
- Ability to operate with urgency, ownership, sound judgment, and a strong control mindset
Preferred qualifications, capabilities, and skills
Experience delivering personalization, recommendation, or data-driven insights products at scale
Background partnering with design and analytics teams to translate customer needs into product experiences
Familiarity with metrics-driven adoption frameworks and post-launch measurement practices
Experience operating within highly regulated or controlled environments
Track record of influencing decisions across matrixed, senior stakeholder groups
