M&T Bank

Contact Center Product Manager II- Chat

M&T Bank  •  $90k - $149k/yr  •  Buffalo, NY (Onsite)  •  11 days ago
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Job Description

Contact Center Product Manager II- Chat

Location: Buffalo, NY | 4 days in office and 1 day from home

Responsible for the management of multiple product lines or services within the Chat channel, including digital chat experiences, chat bots, authentication flows, routing, digital self‑service, and customer experience orchestration. This role oversees the design, development, implementation, optimization, and marketing of Chat products to ensure they are marketable, profitable, compliant with legal and regulatory requirements, and effective in driving increased digital containment and reduced assisted‑channel demand.

Primary Responsibilities:

  • Own and manage the Chat channel product portfolio, including chat experiences, chat bots, authentication flows, routing logic, and digital self‑service capabilities.

  • Manage the business Chat channel opportunity intake and enhancement pipeline.

  • Lead all aspects of new product implementation and existing product modifications, including design, development, testing, deployment, and operational readiness.

  • Develop, refine, and prioritize chat bot use cases in collaboration with business partners and stakeholders.

  • Analyze chat bot performance, including utterances, misroutes, fallbacks, and containment opportunities; recommend improvements to accuracy, automation, and customer experience.

  • Track, analyze, and report key Chat channel KPIs, including digital containment, abandonment, chat duration, customer effort, and demand deflection.

  • Recommend product pricing with a clear understanding of cost structure, revenue planning, profitability, and product risk.

  • Own all Chat product financials, including revenue planning, forecasting, and profitability analysis.

  • Ensure Chat products and services comply with all legal, regulatory, risk, and internal control requirements in accordance with the Company’s Risk Appetite.

  • Act as a liaison with business partners, ECCI, technology teams, operations, compliance, risk, and other affected departments.

  • Coordinate with ECCI to design, implement, and deploy enhanced chat and bot flows.

  • Maintain comprehensive documentation for chat flows, logic, feature releases, and operational procedures.

  • Work closely with the Customer Channels Test Coordinator to ensure high‑quality testing and release execution.

  • Review new developments in company markets and digital servicing trends; evaluate and recommend new Chat services, products, or enhancements.

  • Establish marketing objectives and partner with internal teams to develop effective programs to promote Chat products and drive adoption.

  • Evaluate Chat product and service performance and recommend changes to features, pricing, or marketing strategies as needed.

  • Perform ongoing reporting and analysis related to the Chat product portfolio.

  • Identify and escalate risk‑related issues to management as appropriate.

  • Promote an environment that supports belonging and reflects the M&T Bank brand.

  • Maintain M&T internal control standards, including timely implementation of internal and external audit findings and regulatory issues as applicable.

  • Complete other related duties as assigned.

Education and Experience Required:

Bachelor’s degree

5 years’ proven marketing, product management, financial, operations and/or project management experience,

OR in lieu of a degree,

A combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ proven marketing, product management, financial, operations and/or project management experience.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $89,600.00 - $149,300.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

M&T Bank

About M&T Bank

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country.

As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor and we seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.

Industry
Finance & Insurance
Company Size
10,000+ employees
Headquarters
Buffalo, New York
Year Founded
Unknown
Website
mtb.com
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