Digital Business Operations - Digital Manager

About the position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! This job is responsible for managing the delivery and health of digital capabilities or processes. Key responsibilities include supporting digital operations including translating business requirements into digital requirements and acceptance criteria, analyzing key performance indicators, product risks and controls, guaranteeing quality through business acceptance testing, and ensuring successful go-to-market. Job expectations include leveraging subject matter expertise and digital acumen to define and deliver solutions that solve business problems. The associate will also play a key role in enabling successful product launches and applying digital and AI capabilities to improve efficiency and optimize business processes.

Responsibilities

• Supports delivery of world-class software solutions within time, scope, and budget to provide an enhanced digital experience to clients
• Contributes towards operational routines, the day-to-day health of digital capabilities, resolution of defects, routing of complaints, and performance metrics results
• Conducts project planning, sprint, and release planning and contributes to the execution of the program vision and roadmap
• Performs analysis to capture and report key performance indicators and return on investment of products
• Creates presentations and written materials and communicates in an effective and engaging manner to enhance project outcomes
• Builds and maintains relationships across stakeholders and partners in order to effectively navigate the bank, ensure successful delivery of assigned work, and secure ongoing support for owned features
• Leverages knowledge of the business to make informed decisions at every stage of the product development and sustainment lifecycle
• Oversee Process Owner Portal (POP) / Single Process Inventory (SPI) controls, including metric tracking, reporting, and timely completion of attestations; leverage data to drive efficiency and control effectiveness improvements.
• Lead audit issue remediation end-to-end, ensuring timely resolution while strengthening processes to prevent recurrence.
• Drive execution of action plans using standard tools and procedures, while identifying opportunities to streamline and optimize processes.
• Evaluate new and existing processes to ensure strong controls, reduce risk, and enhance operational effectiveness.
• Ensure adherence to enterprise standards and promote a strong risk management culture across Product, Process, Risk, and Controls partners.
• Identify and implement innovative tools and technologies, including AI, to automate controls, enhance decision-making, and improve process efficiency.

Requirements

• 3+ years of controls or product management experience in the financial center, contact center, or digital space
• Strategic thinker with strong tactical planning and project management skills.
• Strong communication skills.
• Detail oriented and strong ability to quickly identify and resolve issues
• Ability to tell stories to a leadership audience through advanced PowerPoint and communication skills
• Proficient in Microsoft Office (Excel, PowerPoint).
• Fluency with Power Automate, Copilot Studio, Copilot GitHub, Tableau, SQL, Python and/or other Artificial intelligence/automation/data analysis tools.

Nice-to-haves

• 5+ years of relevant experience
• Experience in the risk controls space
• Experience leading/participating in technology dependent projects
• Experience understanding Digital Banking Products and Mobile App operations
• Knowledge of Consumer Banking and financial services, accounts, and product types preferred.
• Has a track record of maximizing impact, being reflective and inspiring others to do their best work.
• Passionate about evolving technical skills and staying ahead of industry trends.
• Clear communicator who distills complex topics into digestible insights.
• Adaptable and resilient in fast-paced environments.

Benefits

• Access to paid time off
• Resources and support to our employees