Product Manager Management
Resume:
Destiny Williams
Product Management Leader
210-***-**** • Spring Branch, TX 78070
Accomplished and visionary professional with extensive experience in launching retail banking products, driving end-to-end digital adoption strategies, and developing scalable banking platform roadmaps. Adept at developing innovative models, and leveraging deep expertise in sponsor bank integrations, card issuance, user migrations, and payment processing. Proven success in migrating mortgage document procedures, facilitating significant operational improvements, and expediting business growth. Expert at executing high-impact solutions, employing agile methodologies, prioritizing backlogs, and overseeing product lifecycles. Skilled in integrating advanced technologies, solving complex customer pain points, and accelerating value delivery across competitive markets. Areas of Expertise
● Product Lifecycle Management
● Risk Assessment & Mitigation
● Strategic Program Execution
● Identity Protection Products
● Fraud & Dispute Management
● Mobile Banking Applications
● Agile Product Development
● Digital Banking Solutions
● Regulatory Compliance (Reg E, UDAAP)
● Operational Process Documentation
● Customer Experience Optimization
● Demand Deposit Accounts (DDA)
Professional Experience
Career Break – Elder Care 2024 — Present
Practice time management, organization, and multitasking in high-responsibility caregiving role. Continue networking with industry peers and attending virtual conferences to remain engaged with product and financial services community. Enhance communication skills to enrich user-centric design thinking and team collaboration.
• Maintained industry relevance and strengthened sector insight by engaging in continuous professional growth, including monitoring emerging regulatory trends in banking sector.
• Demonstrated commitment and personal responsibility by provide full-time care for father recovering from stroke. Wells Fargo, San Antonio, TX
Senior Lead Product Manager
2021 — 2023
Promoted successful Home Equity Relaunch by supporting identification and documentation of all required document types and generation rules. Enforced customer communication and compliance by coordinating design and delivery of new letters, while managing the retirement of legacy communications.
• Elevated cross-team efficiency and governance by leading product managers in development of operating model for implementing document changes under Agile Release Train (ART).
• Delivered scalable automation and reduced operational costs by leading $20M multi-year migration of mortgage document generation processes to external vendor, DocMagic. Netspend, Austin, TX
Senior Product Manager
2016 — 2018
Improved customer satisfaction and measured value delivery by developing a pilot plan with KPIs targeting engagement, satisfaction, and value proposition effectiveness. Ensured operational continuity and expedited customer experience by leading cross-functional discovery team to identify, triage, monitor, and resolve production defects post-launch.
• Broadened market penetration and brand reach by developing strategic product roadmap to expand white-label portfolio across multiple banks, brands, and retail channels.
• Captured new market share within the underbanked segment by leading design, development, and launch of Netspend’s first Demand Deposit Account (DDA) portfolio.
• Maximized profitability and market competitiveness by creating tailored pricing strategy for new DDA accounts. Page 2 2
Sonora Bank, Boerne, TX
AVP of Debit Product Operations
2015 — 2016
Strengthened regulatory compliance, lessened processing errors, and enlarged resolution times and customer satisfaction by optimizing debit card dispute and fraud workflow process to align with Reg E guidelines. Assured operational integrity and risk mitigation by successfully managing all facets of debit card operations, including fraud resolution and recovery, disputes, card issuance, and utilization oversight.
• Minimized cardholder disruption and maximized education through development of EMV/Chip Card mass reissue strategy focused on proactive communication and service continuity.
• Elevated process transparency and cross-departmental efficiency by devising bank’s first process library to comprehensively document operational workflows for deposit products.
• Augmented operational consistency and team productivity by creating centralized repository to store templates, documents, job aids, communications, and product references.
USAA, San Antonio, TX
Product Management Director
2012 — 2015
Enhanced financial literacy, regulatory adherence, and user experience by leading redesign of bank product disclosures (Depository Agreement, Fee Schedule) to address UDAAP concerns and advance readability, accessibility, and policy presentation. Upgraded member acquisition and digital adoption by serving as product owner for design, development, and delivery of the first mobile acquisition app to enable checking and savings account openings via mobile and captured ~10% of new production within one year. Ensured product growth and improved account performance by leading cross-functional team (operations, digital, marketing) to monitor and manage monthly gross, loss, and net account production.
• Delivered new market-ready solution by launching highly integrated checking and identity protection product.
• Reduced financial risk and capital requirements by leading revision of CD early withdrawal penalty structure.
• Promoted product innovation and strategy through discovery activities, analytics gathering, competitive intelligence, and analysis of member sentiment to support new checking and savings constructs.
• Boosted customer retention and account recovery through utilization of DMAIC methodology to analyze disengagement behaviors and deploy targeted re-engagement tactics.
• Optimized profitability and aligned strategy by managing P&L for USAA’s $40B liquidity portfolio, while encompassing Savings and Certificate of Deposit (CD) products.
Additional Experience: Business Manager USAA
Education
Bachelor of Business Administration
Texas State University, TX
Certification
Certified Product Manager
Association of International Product Marketing & Management (AIPMM), 2014
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