Experience Center Program Manager II

The Program Manager II, Experience Center partners with other business units to ensure channel readiness as it relates to process, products, projects, initiatives, and communication.

• Manage retail programs and support, including indirect management of SLA/SOW directly associated with business units and functions, focusing on more complex business units
• Ensure the channel is represented across enterprise functions and activities, presenting to peers and leadership as required
• Leverage and collaborate with other program managers in the organization to create alignment and the appropriate level of integration enterprise-wide
• Develop a prioritized list of pain points for members and employees; actively leverage internal and organizational resources to escalate, solve-for, and execute
• Manage internal communication program that successfully engages retail employees internally and communicates the retail story externally all while complimenting relevant partners
• Directly assist and support member escalations, problems, and complaints
• Optimize and streamline the channel for efficiency gains, member sentiment enhancement, and employee satisfactions
• Productively and constructively communicate and appropriately prioritize the interest of members and employees inside of the retail channel
• Manage our support function partnerships

• Minimum Education: Bachelor's degree is preferred
• Minimum 3 years' experience in business program analysis, evaluation, and implementation and systems experience in retail financial services environment; some project management experience is preferred
• Experience in design or redesign of complex cross functional process flows is preferred
• Ability to deliver effective stakeholder presentations to both peer and executive level audiences
• Ability to articulate complex concepts; tailoring the message to various audiences, including leadership, technical teams, and member support teams
• Ability to meet and exceed timelines in a fast-paced, ever changing environment
• Ability to successfully drive projects, processes and change management concepts in a dynamic and complex operating environment
• Robust analytical and problem-solving skills to critically evaluate data to develop effective solutions
• Ability to foster strong relationships with internal and external stakeholders
• Proficiency in back-end core banking systems
• Intermediate knowledge of Microsoft Office Suite, including Visio
• Certification/License: Six Sigma or PMP preferred