Product Manager

Job Type
Full-time
Description
Who We Are:
FFB, a dynamic and acclaimed single-branch bank born in the heart of Fresno, CA in 2005, is on a mission to redefine the banking experience. Our commitment to delivering top-notch banking services has propelled us to the forefront of the industry, earning us accolades and recognition. At FFB, we recognize the uniqueness of each individual who walks through our doors, and our dedicated team strives to craft personalized banking solutions that cater to their distinct needs.
What sets FFB apart is not just our Fresno roots but the diverse talents that make up our team, hailing from every corner of the country. We firmly believe that our people are our greatest strength, and we're constantly on the lookout for ambitious and passionate individuals who align with FFB's vision, regardless of their location.
If you're ready to be part of a winning team and contribute to our ongoing success story, we invite you to apply and join the FFB family!
Recent Achievements Speak Louder Than Words:

• 2023 - American Banker - "Top 5" Community Bank in the Country #4
• 2023 - OTCQX - Best 50 Companies #3
• 2023 - 5-star Rating Bauer Financial

What You Should Expect While Working at FFB:

• Company ownership through our Employee Stock Ownership Program (ESOP)
• A friendly, close-Knit work culture that encourages growth
• Opportunities to Participate in Community Networking Events
• Benefits Package

o Medical/Dental/Vision
o Life Insurance
o Paid Vacation
o 401(k) Retirement Plan
o Training & Development
o Tuition Reimbursement
o Employee Assistance Program
o Internal Job Posting & Referral Program
Ideal Candidate:
FFB prides itself on its core values of Teamwork, Relationship, Authenticity, and Commitment (TRAC). We expect that our team members will reflect these values in the workplace in various ways:

• Teamwork - We collaborate, hold each other accountable, and win together.
• Relationship - We are trustworthy, transparent, and respectful.
• Authentic - We are humble, vulnerable, and we speak up.
• Commitment - We are owners...Be hungry, responsive, and have a sense of urgency.

About the Position:
The Product Manager is responsible for delivering value within the Bank's Zendesk and DialPad products to drive sales and improve efficiency as well as advance the customer experience and platform capabilities. This position is responsible for product construction, maintenance, and changes by working closely with internal business partners and cross functional teams.
Essential Duties:

• Develops and owns the product roadmap for customer experience tools, including DialPad and Zendesk, aligning with the company's strategic goals and customer needs.
• Collaborates with the Head of Product to define the long-term vision and strategic direction. Translates this vision into actionable plans, including roadmaps, feature sets, and implementation timelines.
• Leverages business analysis, operational data insights, and customer feedback to identify pain points, drive continuous improvement, and inform feature enhancements.
• Designs and implements internal Zendesk workflows using triggers, automations, macros, and business rules.
• Implements monitoring tools for Dialpad and Zendesk performance.
• Uses analytics for data-driven decision-making and regular KPI reporting while identifying areas for coaching, training, and service optimization.
• Continuously learns and adapts to new features and integrations for DialPad and Zendesk to maximize their potential for improving customer experience and service efficiency.
• Works closely with cross-functional teams to gather requirements and ensure successful implementation.
• Works with the Project Management Officer (PMO) on all related timelines and deliverables in the PMO framework.
• Acts as a liaison between technical and non-technical stakeholders, fostering effective communication.
• Uses effective prioritization techniques combined with user research and data to prioritize the product backlog, focusing on delivering features based on impact, value, market trends, and business priorities.
• Utilizes agile methodologies to manage product backlogs and ensure timely delivery.
• Oversees release planning for timely and successful product delivery. Communicates release details and coordinate necessary training sessions.
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
• Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules, and regulations, and adhere to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
• Follows policies and procedures; complete administrative tasks correctly and on time, including mandatory Bank Compliance Training; supports the Bank's goals and values; benefits the bank through outside activities.
• Treats people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.

Requirements

• Minimum 3-5 years of experience in product management or a related field.
• Bachelor's degree in business, Information Technology, or related field.
• Proven Product Owner experience, ideally with Dialpad and Zendesk expertise or other related tools.
• Strong analytical and problem-solving skills, focused on customer-centric solutions.
• Excellent communication and collaboration skills for effective teamwork.
• Strong understanding of agile development methodologies and experience with tools like Jira.
• Demonstrated ability to resolve technical challenges in cloud-based communication platforms and their APIs/integrations.

Salary Description
$100,000-$130,000