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Digital Communications Product Associate
senior · Technology / Software Development
Leverage your product experience to "act like a CEO" and manage all aspects of our SMS delivery from platform maintenance, implementation of innovative solutions, to managing performance, vendors and cost to deliver against customer needs.As a Senior Product Associate in Digital Communications, you contribute to the team by leveraging your expertise in product development and optimization to make a significant impact, supported by real-life customer usage and user research to fuel the creation and modernization of innovative products and platforms. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products, platforms and ongoing success. In this role, you will specifically support our SMS/Text delivery platform for alerts and notifications to consumer and community bank customers and businesses. Key responsibilities include ensuring platform health and reliability to deliver SMS at scale, partnering with vendors to improve delivery speed and performance, managing and optimizing SMS-related costs, and evaluated new market solutions to expand and enhance customer communication channels.
Job responsibilities
- Partner with the Product Manager to identify and prioritize enhancements to the SMS/Text alerts and notifications platform, grounded in customer needs, user research, and market trends.
- Support discovery efforts by helping collect and synthesize customer insights (usage data, research findings, journey mapping) to inform the product roadmap and feature decisions.
- Define and document requirements (epics, user stories, acceptance criteria) for platform capabilities and improvements; partner with engineering and design through delivery.
- Monitor and analyze key platform and product metrics (e.g., delivery performance, throughput, reliability, vendor performance) and translate insights into actionable backlog items.
- Help ensure platform health and operational readiness to support SMS delivery at scale, including partnering with technology teams on maintenance and issue prevention.
- Collaborate with vendors and internal stakeholders to improve end-to-end delivery speed and success rates, supporting troubleshooting and performance optimization efforts.
- Track and support management of SMS delivery costs (e.g., usage drivers, vendor pricing impacts) and identify opportunities to optimize spend without compromising customer experience.
- Consider upstream/downstream impacts of changes across customer journeys and communication channels to ensure a consistent, compliant, and high-quality experience.
- Research and evaluate new SMS/communication-channel capabilities in the market and contribute recommendations for pilots or future roadmap items.
- 3+ years of experience or equivalent expertise in product management or a relevant domain area
- Proficient knowledge of the product development life cycle
- Experience in product life cycle activities including discovery and requirements definition
- Developing knowledge of data analytics and data literacy
- Strong requirements and execution skills: writes clear epics/user stories/acceptance criteria, manages a backlog, supports testing/UAT, and coordinates cross-functional dependencies
- Data- and customer-informed decision making: uses usage analytics, user research/journey insights, and market signals to prioritize and measure outcomes
- Communication platform focus (preferred): familiarity with high-volume notifications and/or messaging channels (SMS, push, email), including deliverability/performance concepts and basic API/tech fluency
- Operational and vendor collaboration: monitors platform health and key KPIs, partners with vendors on SLA/performance improvements, and supports issue triage/escalation when needed
- Cost and risk awareness: supports cost/usage optimization and works effectively with Legal/Compliance/Risk partners on consent/privacy and communications requirement