Sr. Manager, Product Owner II, Contact Center Business Intelligence & Analytics

TD Bank offers a collaborative, growth-focused environment with ongoing development conversations, mentoring opportunities, and access to an online learning platform to help colleagues advance. Located onsite in Mount Laurel, New Jersey, this role comes with a competitive salary range of USD 115,440 to 186,160 per year and a comprehensive rewards package designed to support both work and home life.

Benefits

• Base salary and variable incentive awards
• Health and well-being benefits
• Savings and retirement programs
• Paid time off including Vacation PTO, Flex PTO, and Holiday PTO
• Banking benefits and discounts
• Career development opportunities
• Reward and recognition programs

Responsibilities

• Provide people leadership by hiring top talent, setting goals, guiding performance and compensation decisions, fostering teamwork, and addressing disciplinary matters when needed
• Apply deep, broad expertise within a complex domain and related areas
• Oversee specialized product development support with strong knowledge of Agile/Scrum processes and roles
• Offer advisory services to executives and business leaders, defining requirements for own work
• Align program design and operating standards with the broader enterprise strategy in one or more expertise areas
• Anticipate emerging business trends and regulatory/risk considerations to propose large scale improvements
• Advise on execution strategy and lead development and deployment of functional programs across specialties
• Solve unique, ambiguous problems with broad impact; shape standards, controls, and operating methods with significant financial and operational implications
• Foster innovative thinking to develop new solutions
• Influence technical and functional direction and resource allocation within a segment of the enterprise
• Engage stakeholders to drive action; serve as a trusted expert and influence change
• Collaborate with senior management to ensure solutions meet business needs on complex projects
• Partner with leaders to support the delivery of a product vision
• Create and maintain a product backlog aligned with the product vision, continuously re-prioritizing user stories for maximum value
• Maintain alignment with senior management on the delivery roadmap, features, MVPs, and release cadence
• Review performance analytics and champion strategies to improve the customer experience
• Participate in Scrum or Kanban ceremonies, propose ideas to enhance value or delivery efficiency
• Proactively coordinate with business process partners to prepare customers for changes and establish Day 2 processes
• Develop a value-focused backlog with well-scoped and prioritized user stories
• Oversee user story design, development, and completion; accept or reject stories per the Definition of Done and Acceptance Criteria
• Manage delivery initiatives and, as needed, oversee multiple pod backlogs
• Proactively raise issues affecting timely delivery of customer-focused increments
• Manage defects and set priorities accordingly
• Ensure compliance with enterprise frameworks and business management practices
• Lead relationships with corporate and control functions to ensure regulatory alignment
• Keep the team informed about emerging issues and evolving regulatory requirements and assess potential impacts
• Identify issues, escalate when needed, and contribute to risk and governance processes
• Drive quarterly business review discussions for the product
• Identify and mitigate risk, reporting per enterprise policy with appropriate escalation
• Ensure operations comply with internal and external requirements (financial controls, duties segregation, approvals, asset protection)
• Collaborate with business lines and control functions to stay aligned with enterprise and regulatory needs
• Lead cross-functional initiatives as a subject matter expert to manage risk and provide guidance
• Define OKRs with stakeholders across the organization
• Protect the organization's interests by identifying risks and escalating non-standard, high risk activities
• Oversee risk-based identification and monitoring of related risks and regulatory compliance
• Lead or support remediation efforts to address performance, risk, or governance issues
• Stay current on issues, trends, and regulatory changes and assess potential impacts
• Promote a culture of risk management and strong controls aligned with risk appetite
• Contribute to strategic priorities within the operational area or specialty
• Develop annual and long-term plans for the area and influence broader organizational plans
• Lead and develop the team, set targets, and deliver results
• Grow team expertise to meet demand; assess skills and pursue value-driven development
• Foster a high-performing team, provide ongoing feedback and performance reviews
• Recruit to build a diverse, qualified workforce and promote a fair, inclusive environment
• Act as a brand ambassador for the business area and the bank

Requirements

• Undergraduate degree and/or product certificate required
• 10+ years of relevant experience
• 5-7 years of Product Owner or Agile delivery experience

Preferred Qualifications

• 5-7 years as a Product Owner or Agile related delivery experience
• 5+ years in early assessment to inform prioritization of new work
• 5+ years identifying product or capability performance measures and partnering with BI/analytics experts for effective insight and analysis in the US contact center
• 5+ years establishing formal evaluation of product performance via scorecards, trend reviews, and deep dives
• Extensive experience presenting the financial narrative for the product group to translate investments into client and colleague improvements and ROI
• CSPO certification and project management experience preferred
• SAFe certifications or experience with scaled agile delivery preferred

Physical Requirements

• Domestic travel: occasional
• International travel: never
• Sedentary work: continuous
• Multi-tasking: continuous
• Office equipment use: continuous
• Responding to sounds: occasional
• Sitting: continuous
• Standing: occasional
• Walking: occasional
• Navigating confined spaces: occasional
• Lifting up to 25 lbs: occasional
• Lifting over 25 lbs: never
• Squatting, kneeling, crawling, climbing: occasional to never
• Reaching forward: occasional; reaching overhead: never
• Pushing/pulling and twisting: never
• Concentration for extended periods: continuous
• Applying common sense to standardized problems: continuous
• Reading, writing, comprehension: continuous
• Basic arithmetic: continuous

Training and Onboarding

TD Bank provides training and onboarding sessions to ensure you have what you need to succeed in the role.

Interview Process

We will contact selected candidates to schedule interviews and strive to communicate outcomes by email or phone.

Accommodation

TD Bank is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected characteristics. If you require accommodations to complete the application process, please email US Workplace Accommodations at [email protected] with your details.

Our Total Rewards Package

Our Total Rewards Package includes base salary plus variable incentive awards and several key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and recognition programs.