VP, Escrow Product Manager

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

What you'll do:

The Product Team is at the forefront of innovation at Customers Bank, delivering a simplified FinTech customer experience to businesses and consumers. The team is responsible for enhancing advancing our digital capabilities to scale and strengthen our customer franchise. This team determines and refines the strategy for the Bank's suite of digital products leveraging product performance data, customer feedback and competitive and market trends. The team also leads the execution of this strategy by closely partnering with external technology vendors and internal stakeholders.

The Escrow Product Manager will be responsible for the development, enhancement, and management of our escrow product offerings across multiple industry verticals including Landlord/Tenant Management, Bankruptcy Management and Disbursement, Legal Services, and Embedded Banking. You will collaborate closely with the cross-functional teams including vendors, relationship managers, operations, and legal to ensure the successful implementation, adoption and growth of our escrow product. This is a growing business and you will manage the product roadmap and vendor performance as well as partner to drive day-to-day product efficiencies. You will serve as the product visionary to monitor industry trends and the competitive landscape to advise on optimal and competitive product offerings. This role requires a deep understanding of escrow services, excellent project management skills, and a passion for delivering innovative solutions to meet customer needs.

Escrow management services is a foundational product for our commercial clients and a critical part of our treasury management product suite. The Bank has materially grown its escrow client base and is investing in modernizing its escrow platform. The Escrow Product Manager will be at the forefront of delivering this solution as a cohesive, scalable, and thoughtful addition to the Bank's commercial product offerings.

Responsibilities include:

• Lead the end-to-end product development lifecycle, including launching the digital product, including timely delivery of key product, features and enhancements.
• Develop and execute strategic roadmap for escrow product, aligning with company goals and market trends.
• Drive all areas of functional product management - product vision, design, defining requirements, prioritizing features, product execution, value proposition, testing strategy and execution, and go-to-market strategy through internal and external partners.
• Manage key relationships with external vendors.
• Ensure end-to-end delivery of product roadmap and priorities; identify and communicate cross-team dependencies and risks.
• Manage key relationships and communications with internal stakeholders, including risk, compliance, controls, operations, marketing, designers, research etc.
• Provide training and support to internal teams, including sales and operations, to ensure deep understanding of product and its value proposition.
• Define key performance indicators (KPIs) and metrics to measure the success and effectiveness of escrow products and use data-driven insights to make informed decisions.
• Leverage customer feedback, insights and performance metrics to define product improvements and enhancements.
• Conduct market research and competitive analysis to identify opportunities for product differentiation and growth.

What do you need?

• Bachelor's Degree, MBA preferred
• 5-7 years with hands-on experience in product management in the financial services industry
• Deep understanding of escrow services, including industry practices, regulations and best practices
• Direct experience in the implementation and management of either Agiletics or zSuite
• Experience in the treatment of FBO account structures across operational and risk functions
• Sophisticated business sense and understanding of underlying drivers
• Strong communication and written presentation skills with experience communicating effectively with diverse audiences - across business and technology partners, including senior leadership.
• Experience with data analysis, product strategy, and roadmap management.
• Good knowledge of the banking digital products market, competitive landscape, and latest trends.
• Ability to independently manage multiple dependencies, get commitments and drive escalations.
• Financial services and banking background is a plus

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let's take on tomorrow.