Digital Experience Product Manager (On-Site Rancho Cucamonga, CA)

Are you excited about designing and executing strategies that achieve organizational goals, driving operational excellence and inspiring teams? This may be the perfect opportunity for you!

The Digital Experience Product Manager guides digital banking products from conception to launch, delivery, and continuous improvement of interactive digital products and services. The Digital Experience Product Manager works with partners to enhance service experience, drive engagement, and support business growth. This role bridges the gap between business needs, user experience, and technology, ensuring the successful planning, execution, and optimization of interactive digital solutions across web, mobile, chat, and other digital platforms.

Essential Functions and Responsibilities

• Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
• Actively participates in meeting the goals of the department and the Credit Union.
• Work cooperatively with others as part of a formal or informal team to accomplish department and Credit Union goals.
• Provides excellent service by using a positive and professional tone to assist callers and team members accurately, thoroughly, and as efficiently as possible while maintaining consistent and friendly service.
• Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously.

Service

• Fosters a partnering environment with an open communication forum within the department and throughout the organization.
• Excellent communication skills, patience, and ability to clearly explain technical concepts to users and team members with varying levels of technical expertise.
• Ability to meet and promote team goals; exemplifies innovative problem solving and maintains a positive working environment with all Arrowhead Credit Union (ACU) team members.
• Embraces new ideas, technologies, and processes with a positive mindset. Effectively navigates uncertainty, responds constructively to challenges, and supports others through transitions.
• Provides support to all departments across the organization, including Branches, Call Center, and Internal Service Center (ISC) to research and resolve escalated member issues.

Product Strategy

• Maintain a strong commitment to delivering excellent digital service user experiences.

• Oversees the launch of new products and features and observes product performance.

• In partnership with the AVP, Digital Experience:

• Define the product vision, strategy, and roadmap for digital banking products, including online banking platforms, mobile apps, and related services.

• Collaborates with cross-functional teams to deliver high-quality digital experiences.

• Prioritizes product features and enhancements, balancing member impact, business value, and technical feasibility.

• Communicates product strategy, updates, and performance to stakeholders and organization leadership.

• Manages product pricing and develops business cases for enhancements, ensuring products contribute to the digital branch strategy.

• Analyzes proposed digital products' feasibility and defines key metrics for optimal results and delivery.

• Performs risk assessments to develop response strategies.

• Responds flexibly to product management shifts and unforeseen challenges.

• Gathers and analyzes market trends, user feedback, analytics, and internal input to drive data-informed product decisions.

• Analyzes data to determine current or future needs and prioritizes by communicating with leadership and stakeholders.

• Communicates and summarizes complex findings and results to leadership, ensuring full transparency with product information.

• Enhances existing Digital Services products to ensure exceptional user experience.

• Develops detailed product requirements and use cases to guide design and development.

• Monitors product performance through KPIs and analytics tools; iterates accordingly.

• Ensures compliance with relevant regulations (e.g., ADA, GDPR, data security) in all digital initiatives.

• Regularly extracts, compiles, reports, and analyzes data on Digital Banking features and services to identify trends, uncover potential issues, and highlight opportunities for product improvement and innovation.

• Manages vendor relationships and evaluates third-party digital service providers, when necessary.

• Advocates for exceptional user experience throughout the product lifecycle.

• In partnership with Learning and Development, builds a plan to deliver team training, supporting digital product rollouts.

• Ensures all guides and procedures are created, updated, and easily accessible for internal and external reference.

• Performs supervisory duties: interviews applicants; plans, assigns, directs, and evaluates subordinates' work; measures performance against goals; reviews efficiency and completeness of tasks; conducts performance reviews, recommends salary increases, and develops higher levels of expertise in staff members through training.

Development

• Exemplifies the attitude, aptitude, and ability to learn quickly and efficiently while showing assertiveness in personal development.
• Independently takes responsibility for Learning and Development by acquiring and refining of technical and professional skills needed in job-related areas.
• Participates in routine meetings discussing Digital Services regulatory, process, and system changes.
• Stays informed of current techniques and tools to continuously improve product management capabilities and overall job performance.
• Provides feedback on department policies and processes to improve efficiency and service outcomes.
• Reviews and updates existing service-level standards and measures the impact of service against expectations.
• Regular and predictable attendance and punctuality.
• Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Asset Controls (OFAC), and complies with all laws/regulations applicable to area(s) of responsibility. Completes all required and assigned training modules by established due dates.
• Maintains working knowledge of Credit Union policies and procedures.
• Completes all other duties as assigned by supervisor/leadership as necessary to achieve the goals of the Credit Union and the department.

Benefits Include: (not a complete list)

Wellbeing

• Weekly pay
• 401K Retirement Savings Plan with company match
• Paid time off accrual begins upon hire, 15 paid vacation days, 11 paid holidays
• Paid sick leave
• Company-provided life insurance at twice your annual salary
• Financial Education Programs
• DoorDash DashPass

Health

• Medical, Dental, and Vision Insurance for part-time and full-time employees
• Modern Health
• Care.com subscription
• Teladoc

Career Development

• Career development opportunities
• Team members are eligible to apply for assistance with educational expenses through ArrowHeart's scholarship program.

To learn more about Arrowhead Credit Union and our service culture, visit our Career page, and our ArrowHeart Foundation.

The pay range for this position is listed below.

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands, and internal equity.

Pay range:

Minimum: $94.293.33/annually| Midpoint: $117,866.67/annually | Maximum: $141,440.00/annually