Digital Platform Manager – Credit Assistance Chat

Job Description:

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!

Job Description:
This job is responsible for managing the assessment, development, execution, and oversight of process improvement and transformation initiatives in support of Operational Excellence objectives to achieve short and long-term strategic goals. Key responsibilities include demonstrating correlation between process engineering best practices, breakthrough productivity, customer satisfaction, and measurable continuous process improvement results. Job expectations include partnering with business executives and deployment champions to make strategic project implementation and budgeting decisions.

Responsibilities:

• Implements highly complex solutions in support of performance plan objectives to resolve issues and risks, optimize efficiency, reduce variability, and improve controls, effectiveness, quality, and sustainability
• Oversees partnerships with support organizations and Line of Business (LOB) partners to gather information needed to support the implementation of solutions that resolve critical business challenges and opportunities
• Integrates process design best practices and applies business redesign concepts to ensure continuous process improvement tactics are in alignment with long-term strategic goals
• Manages change by establishing appropriate governance routines to inspect the health of programs and project portfolios aligned to a unit or division within an LOB
• Ensures Enterprise Change Management policies and standards are applied and adopted to change initiatives in partnership with LOB stakeholders

Digital Platform Manager – Credit Assistance Chat

Role Overview

The Digital Platform Manager is responsible for the strategy, governance, implementation, and ongoing optimization of Credit Assistance digital chat platforms. This role partners closely with the Chat Line of Business (LOB), Enterprise Chat, Technology, Operations, Compliance, Risk, and Enterprise teams to deliver innovative digital engagement capabilities while ensuring adherence to regulatory requirements and operational excellence.

The individual will serve as a key subject matter expert for chat technologies, supporting mobile and online chat experiences, enterprise regulatory initiatives, platform enhancements, testing activities, and business continuity efforts. This role requires strong leadership, collaboration, project management, and analytical skills to drive successful delivery of strategic initiatives while maintaining platform stability, compliance, and an exceptional client experience.

Key Responsibilities

Digital Platform Strategy & Delivery

• Lead and support strategic initiatives that enhance digital chat capabilities across consumer and small business channels.
• Manage and optimize Credit Assistance digital platforms including Mobile Chat and Online Banking (OLB) Chat.
• Partner with business and technology stakeholders to identify opportunities that improve both the client and associate experience.
• Collaborate with the Enterprise Chat team to identify, prioritize, test, and implement platform enhancements that improve functionality, usability, performance, and operational efficiency.
• Support platform integrations with enterprise applications, digital assistant technologies, reporting tools, customer experience platforms, and workstation solutions.
• Drive platform adoption and continuously evaluate opportunities to improve servicing experiences across digital channels.

Enterprise Initiatives & Governance

• Represent Credit Assistance on enterprise-wide initiatives involving regulatory reporting, transcript retention, record management, and communication governance.
• Partner with Compliance, Legal, Risk, and Audit teams to ensure platform adherence to enterprise and regulatory requirements.
• Support implementation and ongoing management of transcript storage, screen recording, and reporting capabilities.
• Ensure all customer-facing content, disclosures, and chat experiences meet regulatory and enterprise standards.

Cross-Functional Leadership

• Serve as the primary liaison between Credit Assistance, Chat LOB leadership, Enterprise Chat, Technology, Operations, Capacity Planning, Training, Compliance, and Vendor Support teams.
• Maintain daily engagement with Chat LOB partners to review platform performance, address operational needs, identify enhancement opportunities, and support business priorities.
• Partner closely with the Enterprise Chat team to influence the chat roadmap, advocate for Credit Assistance business needs, evaluate enhancement opportunities, and ensure successful delivery of new capabilities.
• Collaborate with stakeholders to develop, test, and implement platform enhancements and new functionality.
• Partner with Capacity Planning and Operations teams to ensure staffing strategies align with volume forecasts, business demand, and platform growth.
• Provide subject matter expertise and consultation on digital servicing and chat-related initiatives.
• Represent Credit Assistance in enterprise workgroups, governance forums, and strategic initiatives impacting chat capabilities.

Testing, Validation & Release Management

• Lead and support User Acceptance Testing (UAT), Production Validation (PPV), and regression testing activities.
• Coordinate release readiness efforts and validate successful implementation of new functionality.
• Identify and mitigate risks throughout the project lifecycle while ensuring quality delivery.
• Partner with business and technology teams to ensure seamless implementation of platform enhancements and releases.

Operational Excellence & Platform Support

• Monitor platform performance and partner with support teams to resolve production issues and optimize functionality.
• Maintain chat content, standard response libraries, disclosures, and customer-facing experiences.
• Conduct ongoing platform audits and compliance reviews to ensure content accuracy and regulatory adherence.
• Support incident management and drive issue resolution efforts across multiple stakeholder groups.
• Participate in business continuity, disaster recovery, and production validation testing activities.

Reporting & Analytics

• Partner with reporting and analytics teams to develop dashboards, performance metrics, and actionable insights.
• Analyze platform utilization, customer feedback, and operational trends to identify improvement opportunities.
• Support executive reporting and provide recommendations regarding platform performance, customer experience, and strategic enhancements.
• Leverage client and associate feedback to drive continuous improvement initiatives.

Required Qualifications

• Must have experience managing chat capabilities within both Online Banking (OLB) and Mobile Banking Application (MDA) environments, including platform enhancements, production support, testing, governance, and ongoing optimization.
• Strong understanding of the digital servicing ecosystem and customer engagement strategies across digital channels.
• Experience partnering with Chat LOB, Enterprise Chat, Technology, Operations, Compliance, Risk, and other key stakeholders to deliver strategic initiatives and platform enhancements.
• Strong project management, business analysis, and stakeholder management skills.
• Experience supporting testing, release management, platform governance, and compliance activities.
• Ability to manage multiple priorities and lead initiatives in a fast-paced environment.
• Excellent analytical, problem-solving, communication, and relationship management skills.

• Experience supporting Mobile Chat, Online Banking Chat, Genesys, Erica integrations and other digital servicing platforms.
• Experience working with Enterprise Chat teams to define requirements, prioritize enhancements, influence product roadmaps, and implement new capabilities.
• Knowledge of regulatory reporting, transcript retention, record management, and communication governance requirements.

 

Preferred Qualifications

• Experience with NICE, Nexidia, Medallia, Voices, or similar customer experience and reporting platforms.

• Familiarity with Agile delivery methodologies and enterprise project management practices.
• Understanding of business continuity, recovery testing, incident management, and production support processes.

What You'll Do

In this role, you will drive the continued evolution of Credit Assistance chat capabilities across Online Banking and Mobile channels, represent the business in strategic enterprise initiatives, and ensure compliance with regulatory requirements. You will partner daily with Chat LOB and Enterprise Chat teams to support platform growth, prioritize enhancements, optimize performance, and deliver an exceptional digital servicing experience for clients and associates.

This position is ideal for a highly collaborative leader who combines digital platform expertise, operational excellence, regulatory awareness, and strong partnership skills to influence the future direction of digital chat capabilities while delivering meaningful business outcomes.

 

 

Skills:

• Business Process Analysis
• Continuous Improvement
• Process Design
• Process Management
• Process Performance Measurement
• Conflict Management
• Critical Thinking
• Program Management
• Scenario Planning and Analysis
• Strategic Thinking
• Decision Making
• Drives Engagement
• Relationship Building

Shift:

1st shift (United States of America)

Hours Per Week: 

40