Contact Center Product Manager II- Chat

Contact Center Product Manager II- Chat

Location: Buffalo, NY, Bridgeport, CT or Millsboro, DE | 4 days in office and 1 day from home

Overview:

Responsible for the management of multiple product lines or services within the Chat channel, including digital chat experiences, chat bots, authentication flows, routing, digital self-service, and customer experience orchestration. This role oversees the design, development, implementation, optimization, and marketing of Chat products to ensure they are marketable, profitable, compliant with legal and regulatory requirements, and effective in driving increased digital containment and reduced assisted-channel demand.

Primary 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 and enhancement pipeline.

• Lead all aspects of new product implementation and existing product modifications, including 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; 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 with a clear understanding of cost structure, revenue planning, profitability, and product risk.

• Own all Chat product financials, including revenue planning, forecasting, and profitability analysis.

• Ensure Chat products and services comply with all legal, regulatory, risk, and internal control requirements in accordance with the Company’s Risk Appetite.

• Act as a liaison with business partners, ECCI, technology teams, operations, compliance, risk, and other affected 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.

• Work closely with the Customer Channels Test Coordinator to ensure high-quality testing and release execution.

• Review new developments in company markets and digital servicing trends; evaluate and recommend new Chat services, products, or enhancements.

• Establish marketing objectives and partner with internal teams to develop effective programs to promote Chat products and drive adoption.

• Evaluate Chat product and service performance and recommend changes 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.

Education and Experience Required:

Bachelor’s degree

5 years’ proven marketing, product management, financial, operations and/or project management experience,

OR 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