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Senior Product Manager: Customer Relationship Management (CRM) & Marketing Solutions

Federal Reserve Bank of Minneapolis

Federal Reserve Bank of Minneapolis

Marketing & Communications, Product, Customer Service
Chicago, IL, USA
Posted on Friday, August 18, 2023

Company

Federal Reserve Bank of Kansas CityFederal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH®, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry in 2023. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff.

We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

The Senior Product Manager for our customer relationship management (CRM) and marketing solutions will be responsible for setting the product vision and strategy for a portfolio of products such as FedCRM Pro and FedMessenger Pro. These applications (leveraging the Salesforce platform specifically Sales, Marketing and Service Cloud, Einstein Analytics) are used extensively across our various customer support, sales and marketing teams and we looking to hire a product manager who can take them to the next level by developing/maintaining the product strategy and roadmap.

If the candidate is not a current Federal Reserve Bank System employee, this position will be based out of the Federal Reserve Bank of Chicago and the employee will be required to fulfill the on-site hybrid requirement.

Key Activities:

  • Gathers market research and intelligence and is the expert on the customer/user needs, wants and pain points.

  • Conducts analysis in partnership with other subject-matter experts to develop business cases and leads teams to translate concepts into new products, features or functionality to meet customer/user needs.

  • The Senior Product Manager will advise technical, marketing, analytical, and research specialists on a range of activities to bring a product or feature to market. Partners closely with select technical team members on the planning and execution.

  • Responsible for defining the overall strategic vision for a portfolio of products based on sales, marketing and customer support staff needs, industry trends and the competitive landscape.

  • Commissions research to gather market insights to inform business decisions

  • Identifies new product opportunities and enhancements to existing products based on research, industry intelligence and customer/user feedback.

  • Develops and presents business cases to Federal Reserve System workgroups to ensure alignment. Measures value post implementation to evaluate ROI and reassess ongoing investments.

  • Sets priorities for the product roadmap and leads the team from product inception to launch.

  • Collaborates with cross-functional areas to develop new product value propositions and targeted feature sets. Works in close partnership Customer Support, Sales and Marketing teams.

  • Anticipates internal and/or external business challenges; recommends process, product or service improvements.

Requirements:

  • Bachelor`s degree in computer science/business administration

  • 7 or more years of relevant work experience in product management/building products

  • Expert knowledge of Product Management principles and practices obtained through education, experience or certification

  • Strong understanding of customer relationship management and marketing solutions (email/content management) and Customer Support/Marketing/Sales processes and tools

  • Experience with CRM and Marketing solution technologies such as Salesforce, MS Dynamics etc. is a plus

  • Experience in software development practices, agile methodology, and tools such as JIRA, SharePoint etc. is preferred

  • Independent thinking and decision-making abilities

  • Excellent writing, project management, communication, and consultative skills and experience

  • Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.

We offer benefits that go beyond the basics, featuring:

As an organization that deeply values its employees, we offer a robust set of financial, professional development, and personal benefits that go beyond the basics, featuring both a 401k/thrift plan with a generous company-match on employee contributions as well as a defined benefit pension plan and more. Depending on location, additional onsite amenities may include an onsite fitness center; onsite cafeteria with healthy and affordable food options; and additional onsite convenience benefits, discounts on a variety of goods and services.

Specific Benefits include:

  • Market-leading Medical, Dental, and Vision Insurance

  • Tuition Reimbursement

  • 401k/Thrift Plan

  • Pension Plan

  • Flexible Spending Accounts

  • Life Insurance

  • Vacation & Personal Time

  • Paid Holidays

  • Parental Leave

  • Adoption Assistance

  • Onsite Fitness Center

  • Onsite Cafeteria

  • Additional Convenience Benefits, Discounts and More

​* Subject to change based on District

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Sales/Marketing

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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