Digital Manager

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for managing the delivery and health of digital capabilities or processes. Key responsibilities include supporting digital operations including translating business requirements into digital requirements and acceptance criteria, analyzing key performance indicators, product risks and controls, guaranteeing quality through business acceptance testing, and ensuring successful go-to-market. Job expectations include leveraging subject matter expertise and digital acumen to define and deliver solutions that solve business problems.

The Digital Manager is responsible for providing business metric and program analysis, and project support at several different levels. The Digital Manager will be assisting the overall CRM team in architecting and developing solutions for sales associates. The individual will use a consultative approach to understand the business and technical requirements to manage complex Salesforce.com projects. Role will need to effectively communicate to various stakeholders in the form of architectural designs, functional capabilities, business process efficiencies and business value realization. Position will cover solutions development for the sales lifecycle from research, solutioning, referrals, application, onboarding, and servicing. Must be able to think strategically, as well as perform in a proactive manner with limited supervision. The position also requires the individual to build and maintain relationships with product owners, and work closely with other organizations including technology, quality assurance & lines of business. 

Responsibilities:

• Supports delivery of world-class software solutions within time, scope, and budget to provide an enhanced digital experience to clients

• Contributes towards operational routines, the day-to-day health of digital capabilities, resolution of defects, routing of complaints, and performance metrics results

• Conducts project planning, sprint, and release planning and contributes to the execution of the program vision and roadmap

• Performs analysis to capture and report key performance indicators and return on investment of products

• Creates presentations and written materials and communicates in an effective and engaging manner to enhance project outcomes

• Builds and maintains relationships across stakeholders and partners in order to effectively navigate the bank, ensure successful delivery of assigned work, and secure ongoing support for owned features

• Leverages knowledge of the business to make informed decisions at every stage of the product development and sustainment lifecycle

Required Qualifications:

• 5+ years' of relevant experience

• 3+ years' CRM experience

• 3+ years' of experience on large scale projects/initiatives

• Assist in translating the business and user needs into CRM requirements across the sales lifecycle

• Partner with technology in agile environment to implement both large scale and small CRM changes

• Assist in creating user Agile Epics and stories and business requirements and track project milestones for project initiatives

• Assisting in the creation and communication of project deliverables 

• Drive process improvements and standardize processes across departments

• Deliver change that provides data integrity and quality within Small Business Salesforce.com

• Create and execute business acceptance test plans and test scripts

• Ensure requirements are captured, prioritized, and communicated to appropriated groups

• Facilitate meetings with stakeholders and subject matter experts

• Coordinate implementation related activities, and provide guidance and support to the other team members

• Prior experience with CRM and Salesforce.com

• Agile software development experience including user stories and end user testing

• Strong analytical and data skills

• Able to manage multiple priorities and strategies in parallel

• Strong oral and written communication skills

• Experience analyzing and solving complex business problems

• Self-motivated; ability to work without lots of supervision

• Ability to work in a fast-paced, demanding, client-driven environment, across cross-functional organization

• Proficiency in computer skills and professional programs (for example Microsoft Office, PowerPoint)

Desired Qualifications:

• 3+ years’ experience with relationship management or engagement management experience

• Knowledge of CRM solutions

• Broad understanding of Risk and Compliance standards, policies, and procedures

• Previous experience or involvement in change management or project management / understanding of best practices

• Understanding of operational risks and their impacts

Skills:

• Collaboration

• Decision Making

• Problem Solving

• Production Support

• Project Management

• Business Operations Management

• Policies, Procedures, and Guidelines Management

• Product Design and Development

• Product Management

• Stakeholder Management

• Agile Practices

• Oral Communications

• Presentation Skills

• Process Management

• Written Communications

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC

​It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - CA - San Francisco - 315 Montgomery St - 315 Montgomery (CA5704), US - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110), US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - MA - Waltham - 1025 Main St - 1025 Main St - Waltham (MA6536), US - NJ - Pennington - 1500 American Blvd - Hopewell Bldg 5 (NJ2150), US - NY - New York - 114 W 47th St - 114 W 47th St - Ust (NY8114), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$93,000.00 - $140,000.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.