Product Manager, Enterprise Digital Engagement Platform

Product Manager Opportunity at Stanford Federal Credit Union!

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!

The Product Manager, Enterprise Digital Engagement Platform is responsible for the strategy, governance, implementation, optimization, and ongoing success of Stanford Federal Credit Union's enterprise digital engagement ecosystem. This role serves as the business owner for the platform that powers member interactions across chat, SMS, voice, video, secure messaging, AI-enabled experiences, and future Member engagement technologies.

Who YOU are:

• Bachelor's degree or equivalent combination of education and experience. • Five or more years of experience in product management, digital platforms, customer experience, contact center technologies, CRM, or related fields. • Experience managing enterprise software platforms and leading cross-functional initiatives. • Strong understanding of customer or member experience principles. • Demonstrated ability to balance business, operational, and technical requirements. • Strong analytical, problem-solving, communication, and stakeholder management skills. • Financial services, banking, or credit union experience. • Experience with digital engagement platforms, conversational AI, contact center technologies, CRM systems, workflow automation, or customer experience platforms. • Experience leading enterprise technology implementations and vendor relationships. • Familiarity with Agile product management methodologies.

What YOU’LL do:

• Collaborate with leadership to align the vision, strategy and roadmap for the Enterprise Digital Engagement Platform, and turn that direction into an actionable plan.
• Design and optimize member experiences across chat, SMS, voice, video, secure messaging and emerging channels.
• Serve as the business owner of the Digital Engagement Platform, including the member experience across its chat, voice and AI-enabled channels.
• Work within the AI strategy set by the AI Strategist. Act as a close collaborator on AI vision and future agentic capabilities by sharing platform insights, risks and opportunities to inform strategic decisions.
• Partner with Member Care, Member Engagement, Retail, Mortgage, Consumer Lending and other departments to establish engagement workflows
• Serve as the primary day-to-day relationship manager for platform vendors and partners.
• Collaborate closely with IT to manage integrations, platform enhancements, testing and release management.
• Define and monitor key performance indicators for member engagement, service delivery and platform adoption, in partnership with leadership.
• Partner with Risk, Compliance, Legal and Information Security to ensure adherence to regulatory and privacy requirements.
• Ensure platform capabilities and usage align with organizational and regulatory expectations and escalate gaps or risks to governance leadership.

Some of our benefits for YOU:

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
• Annual incentives up to 10% of your salary (based on position)
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement based on eligibility
• Employee recognition program with cash incentives
• Commuter Toll Benefit $100-$200/month (based on position)
• Wellness Benefits up to $1,200 per year
• Paid Sick Time accrues at two weeks per year
• Paid Vacation Time accrues at three weeks per year
• Paid Federal banking holidays (approximately 11 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Flex health/transit plan availability
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

If you are ready for this awesome opportunity (or know somebody who is) please contact us today!

Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.

Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.