"Alerted.org

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. Demonstrates an exceptional standard of quality and holds themselves accountable to achieving excellent results.

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. This term could be extended based on company business needs.

CW-Project/Program Management Analyst V

The ProjectProg Mgmt job plans, organizes, and controls resources/processes to achieve project/program objectives within scope, time, quality, and budget constraints. This job is recognized as an expert in the field of Project Management and is responsible for managing the organization's largest and most complex projects.

Key Responsibilities and Duties

+ Organizes large project teams by assigning individual responsibilities, developing project schedules, and determining resource requirements necessary to ensure project is successful.

+ Estimates the costs, resources, and time required to complete each phase of large and/or complex projects and allocates resources and tasks to ensure these targets are met.

+ Establishes project plan and monitors progress and performance against this plan.

+ Monitors the status of projects including cost, timing, and staffing.

+ Identifies and resolves obstacles to completing project on time and to budget.

+ Conducts project meetings and prepares regular reports to communicate the status of the project within and beyond the project team.

+ Coordinates the activities of outside contractors to ensure they are integrated into the project and that the organization receives satisfactory standards of service.

+ Liaises with other operational areas in the organization to secure specialized resources and contributions for the project.

Educational Requirements

+ University (Degree) Preferred

Work Experience

+ 5+ Years Required; 7+ Years Preferred

Physical Requirements

+ Physical Requirements: Sedentary Work

Career Level

9IC

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 (and more) to deliver cohesive, relevant customer journeys at scale.

Key Responsibilities

Strategic Leadership

+ Define and execute the product vision for personalization across omni-channel experiences, ensuring consistent messaging and experience delivery regardless of customer touchpoint

+ Develop comprehensive personalization roadmaps that align with business objectives and customer needs

+ Partner with leadership to establish personalization KPIs and success metrics that drive measurable business impact

+ Cross-Channel Experience Design

Lead the design of unified customer experiences that leverage behavioral data, preferences, and context across web, mobile app, email campaigns, and call center interactions

+ Ensure personalization engines deliver relevant content, product recommendations, and messaging that adapts based on customer journey stage and channel preferences

+ Collaborate with UX/UI teams to create intuitive, personalized interfaces that enhance customer engagement and conversion rates

+ Product Development & Management

Own the product lifecycle for personalization platforms, machine learning algorithms, and customer data integration systems

+ Work closely with engineering teams to implement scalable personalization solutions that can handle enterprise-level traffic and data volumes

+ Manage technical requirements for real-time personalization engines, A/B testing frameworks, and customer segmentation tools

+ Data-Driven Decision Making

Analyze customer behavior patterns, engagement metrics, and conversion data to identify personalization opportunities and measure success

+ Establish testing methodologies to continuously optimize personalized experiences and validate new features

+ Partner with data science teams to enhance machine learning models that power recommendation engines and predictive analytics

+ Stakeholder Collaboration

Work closely with marketing, sales, customer service, and IT teams to ensure personalization initiatives align with broader customer experience strategies

+ Coordinate with call center operations to ensure agents have access to customer personalization insights for enhanced service delivery

+ Collaborate with legal and compliance teams to ensure all personalization efforts meet privacy regulations and data protection 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, customer experience, or digital marketing technologies

+ Proven track record of successfully launching and scaling personalization products across multiple channels

+ Deep understanding of customer data platforms, marketing automation tools, and personalization technologies

+ Experience with A/B testing methodologies, analytics platforms, and performance measurement frameworks

+ Strong technical acumen with ability to work effectively with engineering and data science teams

+ Understanding of business value related to features and functions

+ Outstanding communication, presentation, and leadership skills

+ Sharp analytical and problem-solving skills to overcome obstacles and challenges

+ Ability to effectively manage conflicting needs of stakeholders

+ High accountability to ensure the product is delivered flawlessly

Preferred Qualifications

+ Experience in financial services, retail, or other customer-centric industries

+ Knowledge of machine learning applications in personalization and recommendation systems

+ Familiarity with privacy regulations such as GDPR, CCPA, and their impact on personalization strategies

+ Previous experience managing products that integrate with call center technologies and customer service platforms

+ Demonstrated success in driving measurable improvements in customer engagement and conversion metrics

Success Metrics

+ Increase in customer engagement rates across all channels

+ Improvement in conversion rates and revenue per customer

+ Enhanced customer satisfaction scores and Net Promoter Score

+ Successful delivery of personalization features on time and within budget

+ Growth in cross-channel customer retention and lifetime value

+ This role offers the opportunity to shape how customers experience our brand across every interaction, using cutting-edge technology and data insights to create meaningful, personalized connections that drive both customer satisfaction and business growth.

Start Date: 20-Oct-2025

End Date: 31-Dec-2026

Travel Required: No

Anticipated Posting End Date:

2025-10-03

Base Pay Range: $59.28/hr - $101.44/hr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.

_____________________________________________________________________________________________________

Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Our full EEO & Non-Discrimination statement is on our careers home page (https://careers.tiaa.org/) , and you can read more about your rights and view government notices here (https://www.dol.gov/general/topics/posters) .

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: [email protected]

Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace.

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here (https://www.tiaa.org/public/tiaa-nuveen-privacy) .

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) .

For Applicants of TIAA Global Capabilities, click here (https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice) .

For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) .

TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.

Privacy Notices

+ For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here (https://www.tiaa.org/public/tiaa-nuveen-privacy) .

+ For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) .

+ For Applicants of TIAA Global Capabilities, click here (https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice) .

+ For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) .

Nondiscrimination & Equal Opportunity Employment

TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace.

EEO is the Law (https://assets.phenompeople.com/CareerConnectResources/TIAAGLOBAL/documents/22-088\_EEOC\_KnowYourRights-1688394514088.pdf)

Pay Transparency

Philadelphia Ban the Box (https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf)