The Director of Product Management & Customer Advocacy is a transformative change agent position within the Digital Workspace Services organization. The major propose for this position is to evolve and transform our Product Management and Customer Advocacy practices to deliver value through a Product-Led approach for FINRA’s enterprise-wide end-user focused technology solutions within the digital workspace area. Partner with stakeholders to drive focus on customer needs as the primary means of d... more details
The Director of Product Management & Customer Advocacy is a transformative change agent position within the Digital Workspace Services organization. The major propose for this position is to evolve and transform our Product Management and Customer Advocacy practices to deliver value through a Product-Led approach for FINRA’s enterprise-wide end-user focused technology solutions within the digital workspace area. Partner with stakeholders to drive focus on customer needs as the primary means of delivering measurable value, effected through continuous discovery and experimentation, data-informed decisions, and an outcome (not output) orientation. Benefits include solving the right problems more efficiently and with higher customer adoption and satisfaction.
Provide leadership and vision to a team of Product Mangers in the delivery of enterprise-scale solutions such as M365 (Teams, OneDrive, Office), Microsoft Entra ID, Zoom, Global Protect, Mobile, Windows, MacOS, Browser, Virtual Desktops, etc.) and Customer Advocacy practices. This role develops a comprehensive product strategy, oversees the roadmap and backlog, and establishes the key performance indicators for a specific group of products, platforms, and services. This individual manages people which includes responsibility for setting individual and team expectations, delegating assignments and managing performance, identifying talent needs, and coaching and developing team members.
Collaborate with peers in partner organizations, including the Customer Advisory Group (CAG), peer Product Management teams, Workspace Engineering, Services Engineering, Security, Network, Platform Engineering, QA, and Operations to provide world-class solutions focused on enabling productivity for end-users in the new hybrid work environment.
Essential Job Functions:
Leads FINRA’s DWS Product Management & Customer Advocacy Practice
Provide ownership and oversite of all strategic projects, initiatives, and decisions to enhance Product Management to use data more consistently and FINRA standard practices to enhance our products, platforms, and services.
• Partners with the DWS Engineering and Operations teams on developing and tracking all DWS team product features and capabilities roadmaps for all end user facing products such as M365 (Teams, OneDrive, Office), Microsoft Entra ID, Zoom, Global Protect, Mobile, Windows, MacOS, Browser, Virtual Desktops, etc.).
• Provides hands-on oversight to the development, implementation and operation of a multi-tier customer outreach program that is designed to enhance the customer feedback loop and promote adoption of DWS products, platforms, and services.
• Drives Customer Advocacy User Education, Feedback & Communication Strategy including the development of a Product/Service/Platform adoption process framework in partnership with Corporate Communications and supporting engineering teams.
• Accountable for the management of third-party vendors (e.g., Microsoft, Azure, Apple, Lenovo, Miro, Global Relay, etc.) relationships. This includes involvement in price and contract negotiations, budgeting responsibilities, and the ability to influence the vendors’ capabilities and features product roadmaps.
Enhancing Product Management to use data more consistently and FINRA standard practices to enhance our products, platforms, and services.
• Employ a consistent application of Agile practices across engineering teams to drive productivity and outcomes.
• Evolve our engagement strategy to consistently leverage customer feedback, vendors, and usage data.
• Establish Champion Networks for key products and platforms to drive user requirements and promote adoption.
• Drive vendor relationships to expand capabilities for tool functionality based on Champion Network, Customer Advocacy Group (CAG), and user community feedback channels.
• Evolve user communications leveraging various tools and communication platforms.
• Enhance self-service capabilities and education through various tools (such as Chatbots, FINRAnet Technology Resource knowledge base, Virtual Grab-a-Bytes, etc.)
Product Definition & Portfolio Management
• Defines multiple large, cross-functional and/or highly complex products, often spanning multiple product groups, and identifies gaps and customer needs by creating vision, strategy, and requirements documents for products, platforms, and services.
• Provides strategic input into the process of defining a group of products across product domains, utilizing expertise on market trends to determine how to best meet customer needs.
• Develops, manages, and owns the product roadmap for multiple large, cross functional and/or highly complex products, platforms, and services.
• Builds and leverages solid working relationships with business and product stakeholders, UI/UX, architecture, and technology teams to facilitate product and customer success.
Product Planning & Prioritization
• Leads the product planning process by overseeing the development of requirements documents for products or product releases.
• Maintains a prioritized backlog based on defined customer value, aligning with product strategy and resource capacity; uses data and analytics to prioritize the product backlog appropriately.
• Determines and monitors release goals, prioritization, implementation, and iteration plans for their products according to customer value
Product Development & Launch
• Facilitates the development process by reviewing demos with the technology team and validating acceptance criteria for multiple large, cross functional and/or highly complex products, platforms, and services.
• Identifies issues that will keep their products from delivering on time or at the right level of quality, assesses alternatives to resolve, builds a plan for resolution, and directly resolves or communicates to leadership.
• Leads large and often highly complex product launches by working with relevant stakeholders to develop launch plans
• Tracks and reports on product launch metrics, utilizing feedback to drive associated actions and product iteration. Leads post-launch reviews and drives incorporation of feedback in future product releases.
Operate
• Identifies new and innovative methods and metrics for tracking product success, works with the technology team to improve reports and monitoring.
• Tracks performance trends and gathers customer feedback to determine product domain-level gaps or development opportunities.
• Represents team in product group-level discussions with stakeholders. Attends business reviews, providing critical input and expert insights to inform the development of new products.
• Builds and maintains relationships with key industry thought leaders to improve vision and improve product success
People Management
• Effectively coaches and gives feedback to direct reports to help develop talent and support career development
• Works with cross-functional leaders and experts to establish best practices and identify opportunities to improve the product development and delivery process.
• Sets and balances goals across team to optimize performance against organization goals and employee development
• Sets and articulates expectations around FINRA values and Product Management principles for team, models behavior and exemplifies FINRA values and Product Management principles.
Education/Experience Requirements:
- Bachelor’s degree in Computer Science, Information Systems or related discipline with at least ten (10) years of related experience, or equivalent training and / or work experience; Master’s degree and past Financial Services industry experience preferred.
- Minimum of 5 years of technical project, program and / or practice area oversight.
- Past experience influencing decisions and building conscience across internal and external partners
- Knowledge of business, technology and management principles involved in strategic planning, organizational change management, resource allocation, human resources modeling, leadership technique, and coordination of people and resources.
- Experience must include direct experience in one of the following areas: strategy, software development, operations, engineering, development services, information security, and / or compliance.
- Extensive knowledge of industry leading technology best practices including familiarity with technology methodologies including at least one of ISO-9000, ITIL, Agile and iterative.
- Excellent written and verbal technical communication skills.
- Demonstrated ability to develop effective working relationships and leverage those relationships to improve the quality of work products.
- Must be able to identify, evaluate and recommend processes, tools, technologies and / or products to meet business and budgetary requirements.
- Should be well organized, thorough, and able to handle competing priorities.
- Ability to maintain focus and develop proficiency in new skills rapidly.
- Ability to work in a fast paced environment.
Work Conditions
Work is normally performed in an office environment. Occasional travel and extended hours may be required.
For work that is performed in CA, Washington, DC, CO, HI, New York, NY and WA, the chart below outlines the proposed salary range for the corresponding location. In addition to location, actual compensation is based on various factors, including but not limited to, the candidate’s skill set, level of experience, education, and internal peer compensation comparisons.
California: Minimum Salary $146,200, Maximum Salary $296,100
Washington, DC: Minimum Salary $146,200, Maximum Salary $283,800
Colorado/Hawaii: Minimum Salary $127,300, Maximum Salary $246,600
New York, NY: Minimum Salary $152,700, Maximum Salary $296,100
Washington: Minimum Salary $127,300, Maximum Salary $283,800
#LI-Hybrid
To be considered for this position, please submit an application. Applications are accepted on an ongoing basis.
The information provided above has been designed to indicate the general nature and level of work of the position. It is not a comprehensive inventory of all duties, responsibilities and qualifications required.
Please note: If the “Apply Now” button on a job board posting does not take you directly to the FINRA Careers site, enter www.finra.org/careers into your browser to reach our site directly.
FINRA strives to make our career site accessible to all users. If you need a disability-related accommodation for completing the application process, please contact FINRA's Employee Relations team at 240.386.4865 or by email at EmployeeRelations@finra.org. Please note that this process is exclusively for inquiries regarding application accommodations.
Employees may be eligible for a discretionary bonus in addition to base pay. FINRA provides comprehensive health, dental and vision insurance. Additional insurance includes basic life, accidental death and dismemberment, supplemental life, spouse/domestic partner and dependent life, and spouse/domestic partner and dependent accidental death and dismemberment, short- and long-term disability, long-term care, business travel accident, disability and legal. FINRA offers immediate participation and vesting in a 401(k) plan with company match and eligibility for participation in an additional FINRA-funded retirement contribution, tuition reimbursement and many other benefits.
Time Off and Paid Leave*
FINRA encourages its employees to focus on their health and wellness in many ways, including through a generous time-off program of 15 days of paid time off, 5 personal days and 9 sick days (all pro-rated in the first year). Additionally, we are proud to support our communities by providing two volunteer service days (based on full-time schedule). Other paid leave includes military leave, jury duty leave, bereavement leave, voting and election official leave for federal, state or local primary and general elections, care of a family member leave (available after 90 days of employment); and childbirth and parental leave (available after 90 days of employment). Full-time employees receive nine paid holidays.
*Based on full-time schedule
Important Information
FINRA’s Code of Conduct imposes restrictions on employees’ investments and requires financial disclosures that are uniquely related to our role as a securities regulator. FINRA employees are required to disclose to FINRA all brokerage accounts that they maintain, and those in which they control trading or have a financial interest (including any trust account of which they are a trustee or beneficiary and all accounts of a spouse, domestic partner or minor child who lives with the employee) and to authorize their broker-dealers to provide FINRA with duplicate statements for all of those accounts. All of those accounts are subject to the Code’s investment and securities account restrictions, and new employees must comply with those investment restrictions—including disposing of any security issued by a company on FINRA’s Prohibited Company List or obtaining a written waiver from their Executive Vice President—by the date they begin employment with FINRA. Employees may only maintain securities accounts that must be disclosed to FINRA at one or more securities firms that provide an electronic feed (e-feed) of data to FINRA, and must move securities accounts from other securities firms to a firm that provides an e-feed within three months of beginning employment.
You can read more about these restrictions here.
As standard practice, employees must also execute FINRA’s Employee Confidentiality and Invention Assignment Agreement without qualification or modification and comply with the company’s policy on nepotism.
Search Firm Representatives
Please be advised that FINRA is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, a valid written agreement and task order must be in place before any resumes are submitted to FINRA. All resumes submitted by search firms to any employee at FINRA without a valid written agreement and task order in place will be deemed the sole property of FINRA and no fee will be paid in the event that person is hired by FINRA.
FINRA is an Equal Opportunity and Affirmative Action Employer
All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, disability, marital status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other classification protected by federal state or local laws as appropriate, or upon the protected status of the person’s relatives, friends or associates.
FINRA abides by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities.
FINRA abides by the requirements of 41 CFR 60-300.5(a). This regulation prohibits discrimination against qualified protected veterans, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans.
©2020 FINRA. All rights reserved. FINRA is a registered trademark of the Financial Industry Regulatory Authority, Inc.
