As a Contact Center Product Manager II focused on Chat, you will lead product strategy and execution for the bank’s chat channel. The role spans end-to-end ownership of chat experiences and related capabilities, from intake and optimization to financial stewardship, compliance, and coordinated delivery across partner teams.
Role Scope
You will manage multiple product lines or services within the Chat channel, including chat experiences, chat bots, authentication flows, routing logic, digital self-service, and customer experience orchestration. The focus will be to improve digital containment, reduce demand from assisted channels, and maintain compliance alongside profitability outcomes.
Responsibilities
- Own and manage the Chat channel product portfolio, including chat experiences, chat bots, authentication flows, routing logic, and digital self-service capabilities.
- Manage the business Chat channel opportunity intake process and the enhancement pipeline.
- Lead new product implementation and existing product modifications across design, development, testing, deployment, and operational readiness.
- Develop, refine, and prioritize chat bot use cases in collaboration with business partners and stakeholders.
- Analyze chat bot performance, including utterances, misroutes, fallbacks, and containment opportunities, then recommend improvements to accuracy, automation, and customer experience.
- Track, analyze, and report key Chat channel KPIs, including digital containment, abandonment, chat duration, customer effort, and demand deflection.
- Recommend product pricing based on cost structure, revenue planning, profitability, and product risk.
- Own Chat product financials, including revenue planning, forecasting, and profitability analysis.
- Ensure Chat products and services comply with legal, regulatory, risk, and internal control requirements consistent with the Company’s Risk Appetite.
- Serve as a liaison across business partners, ECCI, technology teams, operations, compliance, risk, and other impacted departments.
- Coordinate with ECCI to design, implement, and deploy enhanced chat and bot flows.
- Maintain comprehensive documentation for chat flows, logic, feature releases, and operational procedures.
- Collaborate with the Customer Channels Test Coordinator to support high-quality testing and release execution.
- Review market developments and digital servicing trends, then evaluate and recommend new Chat services, products, or enhancements.
- Establish marketing objectives and partner with internal teams to develop programs that promote Chat products and drive adoption.
- Evaluate Chat product and service performance and recommend updates to features, pricing, or marketing strategies as needed.
- Perform ongoing reporting and analysis related to the Chat product portfolio.
- Identify and escalate risk-related issues to management as appropriate.
- Promote an environment that supports belonging and reflects the M&T Bank brand.
- Maintain M&T internal control standards, including timely implementation of internal and external audit findings and regulatory issues as applicable.
- Complete other related duties as assigned.
Minimum Qualifications
- Bachelor’s degree.
- 5 years’ proven marketing, product management, financial, operations and/or project management experience.
- In lieu of a degree, a combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ proven marketing, product management, financial, operations and/or project management experience.
Location
Hybrid in Buffalo, NY, Bridgeport, CT or Millsboro, DE.
Williamsville, New York, United States of America
Compensation
The pay range for this position is $89,600.00 - $149,300.00 Annual (USD).
Education
Bachelor’s degree.
