Contact Center Product Manager II – Chat

M&T Bank

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

Posted 9/21/2026full-timeUnited StatesMid-LevelSenior💰 $89,600 - $149,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing chat channel product portfolios, including chat experiences and bots, while ensuring compliance with legal and regulatory standards. Proficient in analyzing performance metrics and recommending enhancements to improve customer experience and operational efficiency.

Highest-signal resume keywords

Chat Channel ManagementProduct FinancialsLegal And Regulatory ComplianceKPI AnalysisChat Bot Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product ManagementMarketing StrategyFinancial AnalysisOperations ManagementProject ManagementChat Bot Use Case DevelopmentDigital Self-Service CapabilitiesRouting LogicPerformance ReportingRisk Management

Soft Skills

Stakeholder LiaisonTeam CollaborationProblem SolvingCommunication

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Chat ExperiencesAuthentication FlowsDigital ContainmentCustomer EffortDemand DeflectionOperational ReadinessAudit Standards

About the role

Key responsibilities & impact

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 new product implementation and existing product modifications, including design, development, testing, deployment, and operational readiness
Develop, refine, and prioritize chat bot use cases with business partners and stakeholders
Analyze chat bot performance and recommend improvements to accuracy, automation, and customer experience
Track, analyze, and report Chat channel KPIs, including digital containment, abandonment, chat duration, customer effort, and demand deflection
Recommend product pricing and own product financials, including revenue planning, forecasting, and profitability analysis
Ensure Chat products and services comply with legal, regulatory, risk, and internal control requirements
Liaise with business partners, ECCI, technology teams, operations, compliance, risk, and affected departments
Coordinate enhanced chat and bot flow design, implementation, and deployment with ECCI
Maintain documentation for chat flows, logic, feature releases, and operational procedures
Coordinate testing and release execution with the Customer Channels Test Coordinator
Evaluate digital servicing trends and recommend new Chat services, products, or enhancements
Establish marketing objectives and develop programs to promote Chat products and drive adoption
Evaluate product and service performance and recommend changes to features, pricing, or marketing strategies
Perform ongoing reporting and analysis for the Chat product portfolio
Identify and escalate risk-related issues to management
Promote belonging and reflect the M&T Bank brand
Maintain M&T internal control standards and implement audit findings and regulatory issues
Complete other related duties as assigned

Requirements

What you’ll need

Bachelor’s degree
5 years’ proven marketing, product management, financial, operations and/or project management experience
Alternatively, 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
Knowledge of chat experiences, chat bots, authentication flows, routing, digital self-service capabilities, product financials, legal and regulatory compliance, risk, and internal controls