TIAA
Senior Product Manager - Personalization & Omni-Channel Experience
TIAA, Trenton, New Jersey, United States
Senior Product Manager - Personalization & Omni-Channel Experience
This is a Non-Employee Contingent Worker Role providing services for TIAA’s family of companies and will be employed by TIAA's preferred 3rd Party Supplier. As a Non-Employee CW, perform a variety of moderately complex business planning, support, and project-related duties. This role will sit onsite, likely in a hybrid capacity, at the location(s) listed in this posting. The anticipated term of this engagement will be 14 months and may be extended based on business needs.
Key Responsibilities
Project/program management: plans, organizes, and controls resources/processes to achieve project objectives within scope, time, quality, and budget constraints; manages large and complex projects.
Lead project teams by assigning responsibilities, developing schedules, estimating costs and resources, and monitoring progress.
Establish project plans, monitor progress, and communicate status to stakeholders.
Coordinate outside contractors and secure specialized resources; liaise with operational areas to secure contributions.
Educational Requirements
University (Degree) Preferred
Work Experience
5+ Years Required; 7+ Years Preferred
Physical Requirements
Sedentary Work
Position Overview We are seeking an experienced Senior Product Manager to lead our personalization strategy across multiple customer touchpoints. This role will drive the development and optimization of personalized experiences that seamlessly connect web, mobile, email, and call center interactions to deliver cohesive, relevant customer journeys at scale.
Key Responsibilities
Strategic Leadership:
Define and execute the product vision for personalization across omni-channel experiences; develop roadmaps and establish personalization KPIs.
Cross-Channel Experience Design:
Lead the design of unified customer experiences that leverage behavioral data and context across web, mobile, email, and call center interactions; ensure engines deliver relevant content and messaging.
Product Development & Management:
Own the product lifecycle for personalization platforms, ML algorithms, and data integration; work with engineering to implement scalable solutions and real-time engines, A/B testing, and segmentation tools.
Data-Driven Decision Making:
Analyze behavior, engagement, and conversion data; establish testing methodologies and partner with data science teams to enhance models.
Stakeholder Collaboration:
Align with marketing, sales, customer service, and IT; coordinate with call center operations and ensure privacy/compliance standards.
Required Qualifications
Bachelor's degree in Business, Marketing, Computer Science, or related field; MBA preferred
8+ years of product management experience with at least 3 years focused on personalization, CX, or digital marketing technologies
Proven track record launching and scaling personalization products across multiple channels
Deep understanding of customer data platforms, marketing automation, and personalization technologies
Experience with A/B testing, analytics platforms, and performance measurement frameworks
Strong technical acumen and ability to work with engineering and data science teams
Outstanding communication, leadership, and analytical skills
Preferred Qualifications
Experience in financial services, retail, or similar industries
Knowledge of ML applications in personalization and recommendations
Familiarity with privacy regulations (GDPR, CCPA) and their impact on personalization
Experience integrating with call center technologies and customer service platforms
Proven success in driving engagement and conversion improvements
Success Metrics
Increase in cross-channel customer engagement and conversion rates
Improvement in revenue per customer and customer satisfaction scores
On-time and on-budget delivery of personalization features
Engagement Details Start Date: 20-Oct-2025 • End Date: 31-Dec-2026 • Travel Required: No
Compensation Base Pay Range: $59.28/hr - $101.44/hr. Actual base salary may vary based on experience, time in role, internal peers, performance, business sector, and location.
Equal Opportunity & Accessibility Equal Opportunity Employer. TIAA does not discriminate on age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or other legally protected status. Accessibility support available for applicants with disabilities. Reasonable accommodations contact information provided in posting.
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Key Responsibilities
Project/program management: plans, organizes, and controls resources/processes to achieve project objectives within scope, time, quality, and budget constraints; manages large and complex projects.
Lead project teams by assigning responsibilities, developing schedules, estimating costs and resources, and monitoring progress.
Establish project plans, monitor progress, and communicate status to stakeholders.
Coordinate outside contractors and secure specialized resources; liaise with operational areas to secure contributions.
Educational Requirements
University (Degree) Preferred
Work Experience
5+ Years Required; 7+ Years Preferred
Physical Requirements
Sedentary Work
Position Overview We are seeking an experienced Senior Product Manager to lead our personalization strategy across multiple customer touchpoints. This role will drive the development and optimization of personalized experiences that seamlessly connect web, mobile, email, and call center interactions to deliver cohesive, relevant customer journeys at scale.
Key Responsibilities
Strategic Leadership:
Define and execute the product vision for personalization across omni-channel experiences; develop roadmaps and establish personalization KPIs.
Cross-Channel Experience Design:
Lead the design of unified customer experiences that leverage behavioral data and context across web, mobile, email, and call center interactions; ensure engines deliver relevant content and messaging.
Product Development & Management:
Own the product lifecycle for personalization platforms, ML algorithms, and data integration; work with engineering to implement scalable solutions and real-time engines, A/B testing, and segmentation tools.
Data-Driven Decision Making:
Analyze behavior, engagement, and conversion data; establish testing methodologies and partner with data science teams to enhance models.
Stakeholder Collaboration:
Align with marketing, sales, customer service, and IT; coordinate with call center operations and ensure privacy/compliance standards.
Required Qualifications
Bachelor's degree in Business, Marketing, Computer Science, or related field; MBA preferred
8+ years of product management experience with at least 3 years focused on personalization, CX, or digital marketing technologies
Proven track record launching and scaling personalization products across multiple channels
Deep understanding of customer data platforms, marketing automation, and personalization technologies
Experience with A/B testing, analytics platforms, and performance measurement frameworks
Strong technical acumen and ability to work with engineering and data science teams
Outstanding communication, leadership, and analytical skills
Preferred Qualifications
Experience in financial services, retail, or similar industries
Knowledge of ML applications in personalization and recommendations
Familiarity with privacy regulations (GDPR, CCPA) and their impact on personalization
Experience integrating with call center technologies and customer service platforms
Proven success in driving engagement and conversion improvements
Success Metrics
Increase in cross-channel customer engagement and conversion rates
Improvement in revenue per customer and customer satisfaction scores
On-time and on-budget delivery of personalization features
Engagement Details Start Date: 20-Oct-2025 • End Date: 31-Dec-2026 • Travel Required: No
Compensation Base Pay Range: $59.28/hr - $101.44/hr. Actual base salary may vary based on experience, time in role, internal peers, performance, business sector, and location.
Equal Opportunity & Accessibility Equal Opportunity Employer. TIAA does not discriminate on age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or other legally protected status. Accessibility support available for applicants with disabilities. Reasonable accommodations contact information provided in posting.
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