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Program Manager, Digital Client Experience Operations

Quick Facts

Jersey City, New Jersey ID# 2017-13287 Regular Full-Time Manager

Role:

Are you excited by the prospect of helping to make an organization work more effectively in a fast paced, changing environment? Do you have the organizational chops of a Project Manager, but would rather focus on making sure work gets done than on building elaborate plans and spreadsheets?

As the Program Manager, Digital Client Experience Operations you will work closely with the Director, Strategy and Operations to be a nerve center to the Digital Client Experience organization, aligning execution and strategy, and optimizing capacity to demand. You will connect product teams with requests from outside business stakeholders to ensure that team plans line up with business priorities, and that multiple independent agile teams are aligned. You will manage demand, both serving as the point of intake for larger project requests, and the point of escalation when issues arise in smaller request going to project teams. You will work with the Director, Strategy and Operations and peers within the organization to optimize staffing and assignments to ensure that the organization is staffing teams appropriately and with the right skills to deliver on our priorities.

The environment is dynamic, and you will be a key part of driving that change. One day you will work on product vision and roadmaps looking years into the future, and the next you’ll participate in meetings with agile product teams, working with leaders for increasingly nimble teams, increasingly agile methods, and continuously leaner processes. Working with our product teams, you’ll play and instrumental role to ensure that real stuff that matters gets done. Collaboration is a key success factor, working with business leaders and product teams, and facilitating discussions with business owners.

Responsibilities:

  • Work with DCE product owners to gather upcoming product team feature roadmaps; compile a roadmap of roadmaps for DCE
  • Draw connection points between product team roadmaps to identify common feature or service needs
  • Ensure product team roadmaps align to the DCE organizational strategy
  • Work with Project Management Office to coordinate DCE roadmaps with enterprise initiatives
  • Work with Director, Strategy & Operations to liaise with PMO to connect product team work and reporting to the larger organizational plan
  • Support Director, Strategy & Operations in periodic meetings with product owners to review and align roadmaps among product teams
  • Serve as an escalation point for intake requests for experience design, content/copy/content strategy work, especially SPRs or COs that might need to be fit into a larger roadmap item
  • Match new request priorities against existing product team current work, roadmaps and priorities
  • Collaborate with product team owners to evaluate new product requests
  • Constantly interact with product teams on business stakeholder needs
  • Review product backlogs, including management and communication of prioritization actions
  • Manage product governance activities for business stakeholders
  • Collect and maintain documentation of DCE resource assignments and utilization
  • Map utilization and capacity to current DCE roadmap and intake requests
  • Identify skills gaps, and work with Director, Strategy & Operations to target staff rotation and training opportunities for DCE associates
  • Work with Director, Strategy & Operations and MD, DCE to understand scorecard metrics and match to product team operations
  • Collect metrics from product teams and incorporate into overall report
  • Work with DCE leads to collect information on team successes and wins, and document them to communicate to DCE and other stakeholders
  • Review and distribute report to key stakeholders

Requirements:

  • A bachelor’s or master’s degree is required
  • 7+ years of related experience
  • Hands-on project and portfolio management experience is required
  • Experience with agile methods is required
  • Business knowledge and experience with TD Ameritrade brokerage or financial services information systems, or equivalent industry experience is a plus
  • A proven track record as a leading people and managing processes is required
  • A proven track record in product management of technical products is required
  • A proven track record of negotiation and conflict resolution is required
  • A proven track record aligning business strategies and objectives with product vision and roadmaps is required
  • A proven track record negotiating and managing healthy partnerships with hardware and software providers is required
  • Superior written and verbal communications skills required
  • Demonstrated creativity to address problems in both proven and unconventional ways
  • Demonstrated ability to apply good meeting mechanics to facilitate productive meetings
  • Ability to deliver presentation and training material to small audiences
  • Ability to understand and articulate business issues and data challenges and propose creative solutions
  • Excellent interpersonal communication skills
  • Military education or experience may be considered in lieu of civilian requirements listed

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About TD Ameritrade.

A leader in brokerage and investment services for over 35 years, TD Ameritrade offers a full spectrum of powerful solutions and innovative tools for trading and investing. We're constantly expanding our knowledge and bolstering our capabilities, from a leading active trader program to intuitive long-term investment solutions and a national branch system. Combined with some of the industry's brightest minds, there's no limit to how big our accomplishments can be.

From first-time investors to sophisticated traders, TD Ameritrade is focused on helping individuals seek out their financial goals. And you're the ambassador to all that we do. Beginning with our trading platform and proprietary technology to our resolve to outperform, you'll maintain the high level of quality and integrity we're known for, each and every day. With the right opportunity, there's no limit to what you can accomplish.

As a leading employer in financial services, we believe in building strong relationships, achieving quality results and working with integrity. It's at the heart of everything we do. That's why we provide you with comprehensive training, benefits and programs that inspire you to achieve more every day. Apply to a TD Ameritrade job today and help our clients pursue their dreams, while you fulfill yours.

Applicants must be eligible to work in the U.S. Immigration sponsorship is typically not available for this position.

TD Ameritrade participates in the E-Verify program. For additional information on this program please click here. TD Ameritrade is an Equal Opportunity Employer. We value diversity and offer a quality workplace. TD Ameritrade, Inc. member FINRA/SIPC/NFA is a subsidiary of TD Ameritrade Holding Corporation (NASDAQ:AMTD). TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and the Toronto-Dominion Bank.

© 2014 TD Ameritrade IP Company, Inc. All rights reserved. Used with permission.

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