Overview

Summary of Responsibilities:

Be a creator. Forge new customer touchpoints. Join a digital marketing organization striving to provide a Simple, Personal and Fair experience for our customers. Focus on the growth of Santander Consumer USA (SC) through building excellent customer interactions on our corporate digital properties, SantanderConsumerUSA.com and ChryslerCapital.com.

The Senior Product Manager will lead customer-centric design thinking by building digital product roadmaps and features to meet our business’ goals. Work closely with brand strategists, stakeholders, UX designers, developers and analytics to create feature enhancements and drive innovation for our customers. Serve as a liaison for our business, IT and marketing leaders.

Responsibilities:

  • Serve as the subject matter expert for SantanderConsumerUSA.com and ChryslerCapital.com
  • Develop business cases/justifications, prioritize projects and scope
  • Support product initiatives and customer experience from ideation to rollout
  • Ensure products and features align with our brands
  • Collaborate with UX design, analytics, technology, compliance, operations and stakeholders to understand solution feasibility and delivery
  • Define user stories, acceptance criteria and user interface design for enhancements
  • Troubleshoot reported issues and generate escalation
  • Gather customer feedback to validate product improvement against stated metrics
  • Contribute to the continuous improvement of product ownership and digital processes
  • Support compliance and legal with enterprise standards, processes and policies
  • Stay up-to-date on competitor and industry trends

Requirements:

  • Bachelor’s degree in Marketing, Communications, or equivalent experience
  • 7-9 years of experience in marketing and/or digital product management required
  • 2-3 years of experience working in an Agile environment
  • Proficiency in Microsoft Office required
  • Able to work independently in a fast-paced environment required
  • Solid strategic, analytical, organizational, communication and presentation skills required
  • Ability to effectively interact with all levels of the organization and agency partners required
  • Excellent attention to detail required
  • Highly collaborative

Additional Skills:

  • Previous experience in the automotive and/or finance industry preferred
  • Experience working within WordPress CMS a plus
  • Experience working within marketing/CX campaign platform is a plus

Working Conditions:

  • Extended working hours may be required as dictated by management and business needs

Competencies:

  • Change Orientation – Flexibility:
    • Advanced – Leading and Guiding
      • Anticipates the impact of change and creates an environment where change can be initiated with minimal disruptions and negative impact
      • Helps people to understand how proposed changes will affect them and the organization
      •  

  • Change Orientation – Innovation:
    • Advanced – Leading and Guiding
      • Pushes for "a better way” of doing things and encourages others to challenge “old” thinking
      • Translates broad innovative ideas into workable solutions
      •  

  • Collaboration – Relationship Management:
    • Advanced – Leading and Guiding
      • Improves relationships between key individuals to achieve seamless cross-team work flow and positively impact results
      • Uses informal networks to gain support for ideas and projects
      •  

  • Collaboration – Teamwork:
    • Advanced – Leading and Guiding
      • Brings out the best in each team member by consistently motivating and acknowledging peer contributions
      • Understands and leverages team dynamics
      •  

  • Customer Focus – Customer Understanding:
    • Advanced – Leading and Guiding
      • Stays up-to-date with needs, preferences, trends and practices which impact customers
      • Acts as a role model by being a source of advice and knowledge regarding customer issues
      •  

  • Influence – Two-way communication:
    • Advanced – Leading and Guiding
      • Effectively conveys difficult or complex information in an easy to understand manner, by providing the big picture and illustrating important linkages
      • Asks open-ended questions that encourage others to give their points of view
      •  

  • Problem Solving – Resourcefulness:
    • Advanced – Leading and Guiding
      • Ensures required resources and skills are in place to maintain smooth day-to-day operations and tackle arising problems
      •  

  • Risk Business Acumen – Product Knowledge:
    • Advanced – Leading and Guiding
      • Applies detailed knowledge of the organization’s products and services to own analysis and recommendations
      •  

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.