Product Manager – Global Cards Solutions Program Management
| Company | UNFCU |
|---|---|
| Location | Long Island City, Queens, NY, USA |
| Salary | $125000 – $160000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree
- 7+ years of program management or card management experience
- Strong understanding of credit and debit card issuing, payments operations, and industry trends
- Proven ability to manage complex projects across cross-functional teams and deliver measurable results
- Working Knowledge of CX principles such as Journey Mapping, VoC, and Customer Effort Score
- Strong analytical ability/problem solving skills
- Ability to work independently and within a team environment to complete assigned projects in a timely manner
- Strong interpersonal, verbal and written communication skills
- Ability to work independently, manage multiple priorities, and drive initiatives forward
- Able to multi-task, taking on several initiatives at once
- Able to work collaboratively, across multiple teams
Responsibilities
- Uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors
- Lead the day-to-day execution of initiatives across the credit and debit card programs, ensuring alignment with business goals and member expectations
- Drive delivery of product enhancements informed by competitive trends, member insights, and business priorities
- Coordinate end-to-end initiatives that support card issuance, activation, spend growth, digital engagement, and member retention inclusive of marketing and product enhancements
- Develop business cases and project plans for enhancements, securing necessary stakeholder support for execution
- Track post-implementation results, measure performance against KPIs, and recommend continuous improvements
- Monitor portfolio performance metrics (e.g., spend volume, activation rates, interchange revenue, profitability) and identify opportunities to drive growth and optimize engagement
- Leverage data-driven insights to inform product decisions, marketing campaigns, and member outreach efforts
- Collaborate with Analytics and Product teams to translate insights into targeted initiatives that enhance portfolio health and member value
- Champion member-centric design by applying Journey Mapping and Design Thinking methodologies to improve cardholder experiences
- Identify service pain points and lead initiatives that reduce friction, enhance ease of use, and improve member satisfaction
- Partner with Corporate Marketing and Product teams to support member education campaigns, digital adoption, and loyalty initiatives
- Track and report CX metrics (e.g., NPS, Customer Effort Score, Time to Resolve Disputes) to inform ongoing improvements
- Support vendor management activities by ensuring project deliverables meet timelines, service standards, and business needs
- Collaborate with Technology teams to successfully integrate new payment solutions, security features, and digital experiences into the card programs
- Perform additional responsibilities as assigned
- Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct
Preferred Qualifications
- Proficient with Excel and PowerPoint
- Ability to build business cases with strong PowerPoint presentation skills
- PMP, CPP, or similar certification is a plus
- Experience in a financial institution, credit union, or global card environment
- Familiarity with emerging payment technologies and digital banking tools