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
- 2023 - OTCQX - Best 50 Companies
- 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:
We are seeking a passionate Product Manager to join our team and lead the product strategy for our internal customer relationship management (CRM), customer support, and communication tools. The successful candidate will be responsible for enhancing these platforms, building workflow automations, and ensuring a consistent and positive experience for our customers across all communication channels (omnichannel experience).You will play a key role in designing, creating, and managing a central knowledge base of information, ensuring it integrates smoothly with the bank's help center, chatbot, and other self-service features to deliver a seamless customer experience.
Essential Duties:
- Develops and oversee the product roadmap for the bank's internal tools, aligning priorities with both customer demands and the strategic objectives of the bank.
- Partners with the Head of Product to establish the overarching vision and strategic path forward. Transform this vision into tangible strategies, including detailed roadmaps, feature sets, and clear implementation schedules.
- Defines and implement workflows, triggers, macros, business rules and automation processes to streamline customer support operations and improve agent efficiency.
- Leads the creation and ongoing refinement of customer journey maps, document workflows and processes to visualize customer interactions, identify pain points and opportunities for enhanced customer experience.
- Configures and maintain integrations between CRM, support, and communication tools to enable seamless data flow and communication across channels.
- Develops a comprehensive knowledge base for the customer support portal and chatbot utilizing data and working closely with customers and stakeholders.
- Monitors product performance, KPIs and analyze product usage data to drive continuous optimization, identify opportunities for product improvement and innovation.
- Leverages business analysis, operational data insights, and customer feedback to identify pain points, drive continuous improvement, and inform product enhancements.
- Manages vendor relationships to ensure smooth communication and address any product or support issues.
- Proactively monitor vendor announcements, updates, and roadmaps to stay informed of new features, functionalities, and potential impacts on our internal implementation.
- Collaborates with cross-functional teams to ensure successful product launches, coordinate user trainings and communications.
- Works with the Project Management Officer (PMO) on all related timelines and deliverables in the PMO framework.
- 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 2-4 years of experience in product management with technical background.
- Proven experience working on CRM workflows and triggers.
- Excellent analytical and problem-solving skills.
- Strong communication, collaboration, and interpersonal skills.
- Data-driven approach to product decision making.
- Strong understanding of agile development methodologies.
Compensation details: 00 Yearly Salary
PIdb09caba0fb4-4056