anager, Product Management, Back Office Digital Service Enablement

Silicon Valley Bank is the most sought-after financial partner in the global innovation economy.  We bring together entrepreneurs, investors, ventures capitalists, and private equity firms to move their bold ideas forward, fast.  Our clients define what comes next.

In the past 35 years, we have accumulated more experience with start-ups and high-growth tech than any other company in the world.  In fact, a majority of the most compelling Fintech disruptors bank with us.  Our clients include Beyond Meat, Shopify, HelloFresh, Cloudera, and Andreessen Horowitz, just to name a few.  We help our clients grow, too.  More than half of the innovation companies that completed an IPO in the last two years were SVB clients.

Our accomplishments serve as motivation to continue pushing ourselves and we are committed to delivering user-centered, high-impact solutions to our clients.  We are looking for creative thinkers who want to challenge the status quo and create a truly seamless digital banking experience on a global scale.

The Servicing Associate Digital Enablement team is re-imagining and transforming the way our servicing associates engage with clients and manage their servicing requests.  This team is responsible for building and driving the strategy, roadmap, and execution of products that enable the bank’s front office, operations, and product teams to implement our client’s service requests quickly, efficiently, and accurately.  The team works closely with the service organizations to identify business and technology needs and turn them into the world-class servicing solutions. These interactions are essential to maintaining the bank’s high-touch customer service brand, enabling growth, and increasing client and employee satisfaction.

As part of this team, Managers of Product Management are responsible for enabling the success of key areas of the back-office team’s service delivery efforts. The senior manager’s role requires constant engagement with the operations team’s subject matter experts to discover their challenges and, with your product leads and development staff, create inventive and compelling solutions.  Your goal is to push the envelope of what’s possible in servicing technology and turn SVB into a show-case servicing environment.  Success in this role is measured not in the product delivered, but rather in the results achieved by the servicing teams in your domain.

Key responsibilities of this role will include:

• Create a strong relationship with an assigned set of implementations and/or operations teams to become deeply familiar with their function, operating model, technology use, and pain-points.    
• Working with the teams, identify, document, and quantify opportunities to enable higher performance associate servicing.
• Model existing processes and engage with the group’s subject mater experts to drive evolution toward improved target operating models.
• Prioritize the needs of the groups across all your areas making the right trade-offs to ensure maximum return of the bank’s development investments.
• Champion your groups needs in the back-office road mapping process to drive the delivery of the needed work outs through the overall program.
• Collaborate with development to build creative solutions to your end-user’s challenges that enable them to raise the bar on our client’s service experience. 
• Work side-by-side with the change management organization to deliver technology to your end-users in a what that enables rapid adoption of new capabilities.
• Maintain an ongoing analytics dashboard that measures and identifies both the success of past delivered technology and the opportunities for future improvements.
• Mange one or more product manager/product owners working inside the agile teams assigned to your work areas to enable their development, success, and successful work-life balance.

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

• Ability to discover end-user and organization problems and quantify their impact to the organization.
• Ability to define initiatives that effectively encompass and drive solutions to the highest priority targeted pain points in your areas.
• Creative and collaborative and driven to find new and innovative solutions to enabling your team’s operational success.
• Analytic mindset that obsesses on measurements and has a track record of driving metric driven product decisions using a structured analysis method. 
• Well versed in agile processes with previous experience working at in product manager and product owner roles. 
• Experience in building enterprise class applications that scale, provide ultra-high security, and deliver absolute reliability.
• Excellent communication skills with experienced engaging with staff, peers, team members, and program leadership audiences.
• A passion for the user experience that is versed in key design methods and has demonstrated ability to deliver solutions that “wow” the customer/end user.
• A bachelor’s degree in the sciences, computer science or engineering is strongly desired.  A master’s in your field or an MBA is also a plus.
• Prior experience writing software either professional or as hobbyist desired.
• Prior experience in process improvement, automation, or AI is highly desired.
• 6+ years of product management experience with delivering great products
• 4+ years of experience managing product management professionals.
• Currently this role is full-time work from home with the downstream possibility to require partial or full-time work in a local office and up to 20% travel.