Job Type
Full-Time Regular


The Digital and Commercial Solutions Manager is responsible for the oversight of strategic and tactical decisions for the organizations digital (online/mobile) channels and the associated commercial solutions offered through those channels. The position leads the team responsible for the day-to-day support and maintenance of the digital channels, coordinates and manages the implementations and upgrades of digital solutions, and provides thought leadership and strategic vision for future enhancements to the digital channels. The position is also responsible for working closely with business leaders across all areas of the organization to ensure the digital products and services offered by the company are competitive in the markets served by the company.


Manage day-to-day support activities for the digital channels

  • Ensure tickets assigned to the team are being worked and closed in a timely manner
  • Ensure support calls directed to the team are being answered and resolved in a timely manner
  • Ensure digital channel incidents are being addressed immediately by engaging the appropriate resources and managing the necessary activities to resolve those incidents
  • Work with appropriate business unit managers to ensure digital banking customers are supported at an acceptable level
  • Provide guidance to and direct activities of team members

Oversee implementation, upgrade and other projects

  • Work with other IT teams and business units to analyze available upgrades, to determine implementation schedules, to build project plans and to execute testing and implementation of upgrades.
  • Coordinates all activities associated with the acquisition, integration and conversion of digital channels with acquisitions
  • Coordinates all resources associated with building test plans and test scripts and conducting testing for the digital channels
  • Works with vendors to schedule and coordinate product implementation and upgrade activities

Work to create and maintain future product/services roadmap

  • Co-chairs Digital Solutions/Product Services Committee
  • Works with business unit leaders to determine digital channel needs to maintain the Bank’s competitive market position
  • Utilizes the Bank’s strategic objectives to develop the Bank’s digital channel strategy in partnership with the Product Management Team
  • Maintain knowledge of current and emerging trends and technologies within the digital domains of the financial services industry
  • Works with Product Management Team and external vendors to build formal road map for digital channels

Manage team’s approved budget and other administrative activities (committee meetings, audits/exams, vendor management, etc)

  • Develops the annual budget for the Digital and Commercial Solutions team and products the team is responsible for supporting
  • Manages expenses and capital expenditures for the Digital and Commercial Solutions group as approved by the Board of Directors

Ensure standards and procedures are properly maintained and other project documentation is created, maintained and archived

  • Direct team members to update procedures as necessary to ensure they remain current
  • Reviews and approves procedure changes used by the Digital and Commercial Solutions team
  • Creates and maintains any standards assigned by the Chief Information Officer
  • Ensures appropriate project documentation is created for initiatives by reviewing all project documentation for thoroughness and completeness


Education Requirements

  • Bachelor’s degree in computer science, mathematics, business management or other related technical field

Minimum Experience

  • 12+ years’ experience working directly with digital channels, including mobile and online solutions
  • 7+ years in a leadership position directly managing teams
  • 5+ years’ experience developing and managing department budgets
  • 5+ years’ experience managing critical vendor relationships
  • Experience developing product roadmaps
  • Experience with payment channels, including ACH, wires, debit card

Knowledge/ Skills/ Abilities

  • Ability to communicate (written and verbal) with multiple levels of leadership as well as cross-functional business and technical teams
  • Excellent presentation skills, verbal and written and presenting to executive level leaders
  • Critical thinker that is capable of rallying business and technology teams around future-state vision
  • Ability to elicit cooperation from senior management and other departments
  • Ability to learn business processes at a near-native level to understand the needs of back-office and customer facing areas related to the digital channels
  • Creative problem solving, organization, attention to detail, flexibility and adaptability are crucial to the success of the role
  • Strong coaching and mentoring skills with the ability to have candid conversations when needed
  • Demonstrated leadership managing/leading a diverse team of people in a fast-paced environment
  • Comprehensive understanding of formal project management methodologies, project lifecycles, and testing best practices
  • Understanding of cybersecurity as related to digital channels

Job ID EB-1213498564 / Posted Posted 1 Month ago
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