Purpose & Core Values
The primary purpose of any position is to assist Community Choice Credit Union to live out our purpose: we believe in helping our neighbors achieve the life they desire. A key component of this purpose is to provide outstanding service to both internal and external members by living our core values.
Position Summary
The Digital Product Manager is responsible for overseeing and enhancing the credit union’s digital product offerings, including but not limited to e-Banking/Mobile banking, electronic bill payment, remote deposit capture, online account opening, e-Alerts and audio/text banking. This role focuses on driving product strategy, user experience, and increasing member adoption to deliver seamless and innovative digital solutions to enhance the member experience. Responsible for coaching and development of Digital Product Specialist to ensure departmental and organizational goals are achieved.
Core Competencies
• Core Values:
• Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.
• Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.
• Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.
• United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.
Position Competencies
1. Coaching: Develop each employee to their highest potential by identifying areas for improvement and celebrating strengths. Demonstrate enthusiastic support or corporate purpose, core values and long term objectives and educate team members on our 'why'. Forms trust and relationships by demonstrating concern and respect for others and providing transparent communication. Ensures that team members understand their level of expectation, including what they are responsible to deliver and expected to undertake. Provides mentorship, support, feedback, and holds team member accountable for their responsibilities. Leader observes their team members performance daily. This allows the leader to catch team members doing it right, redirect, and deliver effective confrontations, if applicable. Through performance observations, identify team members willingness and ability. Train or delegate on the job training to team members to ensure they are able to complete tasks. Engages in two-way conversations throughout the year, at minimum on a monthly basis, that ensure an up-to-date understanding of performance expectations, celebration of performance, performance gaps, and actions required to close any gaps. Allows others to find their way, yet helps when needed. Uses coaching resources and data to develop specific performance actions for team members, ie. additional responsibilities/authority, project initiatives, development plans and responsibility restrictions.
2. Decision Making: Gathers enough information to allow a trustworthy assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process. Collaborates and communicates with key stakeholders who are necessary to involve in the overall decision making process.
3. Drive for Results/Improvement: Develops challenging objectives (stretch goals) and accepts personal responsibility or if applicable, holds others accountable for achieving them. Puts priorities on resources, inspires performance and measures outcome. Continues to manage the objectives until result is accomplished. Communicates with others and motivates to achieve results. Demonstrates a strong sense of urgency about achieving goals; high energy, passion, and speed for competitive advantage. Is diligent, sees it through, and gets it done. Gains feedback for self and others after results are accomplished to ensure continuous improvement and celebrates wins.
4. Role Mastery of Essential Duties: Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.
Essential Duties:
• Team Leadership & Development: Mentor and coach Digital Product Specialists, fostering skill development and professional growth.
• Strategic Optimization & Roadmap: Plan, prioritize, and execute strategies to enhance digital banking products, ensuring alignment with organizational goals and industry trends.
• Process Improvement & Automation: Identify and implement workflow efficiencies across digital platforms, leveraging automation and best practices to optimize operations.
• Product & Feature Management: Oversee the development, testing, and deployment of new products and features, ensuring seamless execution and user adoption.
• User Experience & Engagement: Analyze member interactions and feedback to enhance usability, accessibility, and satisfaction across digital channels.
• Vendor Collaboration: Manage vendor relationships, contract renewals, and internal partnerships to optimize digital product functionality and ensure compliance.
• Stakeholder Collaboration: Partner with product-level managers including but not limited to Marketing, Business, Retail, and Risk Management to ensure new offerings are strategically aligned, seamlessly integrated, and optimized for an exceptional digital experience. This includes aligning roadmaps, defining digital requirements, and enhancing the overall member journey.
• Business & Technical Alignment: Serve as a bridge between business objectives and technical execution, ensuring new products are developed with a digital-first approach. Leverage data insights, member feedback, and industry best practices to drive adoption and engagement.
• Budget Oversight: Manage financial planning for digital initiatives, ensuring cost-effectiveness and alignment with organizational objectives.
• Compliance & Risk Management: Collaborate with Risk Management to ensure adherence to regulatory requirements and industry best practices, maintaining security and risk assessments for digital platforms.
• Data-Driven Decision Making: Monitor key performance metrics and leverage insights to guide product improvements and strategic initiatives.
• System Administration & Integrations: Work closely with product-level managers to support platform administration, oversee system updates, and mergers to ensure seamless digital banking experiences.
• Industry Awareness & Innovation: Stay informed on emerging trends and technologies to drive innovation and maintain a competitive edge.
• Additional Responsibilities: Undertake any other duties as assigned to contribute to the overall success of the organization.
Job Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability necessary for this position.
Remote Work Eligibility
This position is fully eligible for a Hybrid Work Arrangement
Reasonable Accommodations
The physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements, physical demands and do so within our work environment.
Education
Bachelor’s Degree – Required
Experience
Five years in a related field or industry in a management capacity.
Skills & Abilities
Familiarity with financial industry and financial regulatory requirements.
Excellent verbal, written and phone skills.
Strong collaboration skills to work with vendors, internal teams, and leadership.
Multi-task oriented and demonstrated high level of flexibility.
Strong critical thinking and decision-making skills in a fast-changing environment.
Ability to coach and mentor team members, providing feedback for professional growth.
Comfortable working with digital platforms, APIs, and system integrations.
Mental Demands
The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decisions, recall multiple policies or procedures, resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
General Statement
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.