Voice Recording Product Manager

Work Location: New York, New York, United States of America Hours: 40 Line of Business: Technology Solutions Pay Detail: 160,000 - 175,000 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role. Job Description: Preferred Qualifications Voice Recording Product Manager with deep expertise in enterprise communications infrastructure to manage the end-to-end lifecycle, costings, design and operational excellence of our voice recording platforms supporting our Wholesale Finance Global Markets business. This role centers on infrastructure design, system integrations, capacity management and cost planning, and regulatory readiness across global trading environments. You will be the key product owner responsible for ensuring robust, compliant, and scalable voice recording services across all voice channels and modalities. RESPONSIBILITIES: Infrastructure Product Ownership Define the strategy and roadmap for voice recording infrastructure for our on-premises, hybrid, and cloud-based platforms. Own infrastructure lifecycle from design and build to maintenance and decommissioning across all environments (trading floors, Cisco, remote users, Application recording). Ensure architecture and system design meet non-functional requirements: availability, scalability, latency, capacity, and DR. Collaborate with stakeholders to prioritize features and improvements based on risk, impact, and value. Work with Front Office, Compliance, Surveillance, Legal, and Risk to capture voice recording requirements and ensure solution adequacy. Systems Integration Collaborate with ITS & Enterprise voice, network, storage, and cloud teams to ensure seamless end-to-end integration of voice recording solutions. Work with Enterprise Voice and turret platforms (IPC, Cisco) to support hard and soft voice endpoints. Work with Application owners (WebEx, Teams, Zoom, etc.) to support capture elements for voice endpoints. Partner with surveillance, compliance, and archive teams to ensure recordings are captured, retained, and retrievable. Monitoring & Resilience Define KPIs and implement monitoring tools to ensure the availability and integrity of recorded data. Define Reporting, health monitoring, alerting, and performance dashboards to ensure uptime and voice capture integrity. Oversee implementation of failover mechanisms, backup solutions, and disaster recovery across global sites. Drive root cause analysis and remediation of infrastructure incidents and capacity risks. Compliance & Regulatory Alignment Ensure infrastructure adheres to retention and access requirements per MiFID II, Dodd-Frank, FCA, and other global regulations. Maintain audit readiness for systems storing and processing voice data, including operational evidence and access controls. Vendor and Budget Management Manage relationships with vendors (e.g., Custodia, ThetaLake, NICE and compliance cloud providers) for infrastructure delivery and support. Tracking spend, license usage, and cost optimization opportunities for infrastructure components. Project & Change Delivery Lead infrastructure designs for upgrades, expansions, and migrations including cloud transformation and virtualization initiatives. Coordinate with project managers, engineers, and business stakeholders to deliver infrastructure change with minimal disruption. EMPLOYEE / TEAM: Work effectively as a team lead, supporting other members of the team in resolving escalated critical service issues. Prioritize and manage own workload to deliver quality results and meet timelines. Support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensure timely communication of issues/ points of interest. Participate in knowledge transfer within the team and business units. Deliver product updates and supporting documentation. Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency of the business unit and/or team. BREADTH & DEPTH: Works independently in a senior/lead role on a diverse range of tasks. May be relied upon to coach/ educate others Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution. Leads the support of highly complex and/or comprehensive applications/systems and/or business lines Identifies root causes and implements targeted and controlled remediation plans. May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders. Reviews, participates, and implements procedures. Research industry standards, best practices and new innovations in technology and makes recommendations. EXPERIENCE & EDUCATION: 7 years of experience in enterprise voice, communications infrastructure, or product management in financial services. Strong technical knowledge of voice recording platforms (e.g., NICE, Verint), SIP/VoIP, Cisco CUCM, turrets, and unified communications applications. Experience managing infrastructure platform across global trading floors or regulated financial environments. Understanding of regulatory requirements impacting voice capture and retention. Experience with cloud infrastructure (e.g., Azure) and SaaS voice recording solutions. Familiarity with storage infrastructure (SAN/NAS), network performance optimization, and cybersecurity requirements. Power Bi reporting Teams/SharePoint/ MS tools The VP - Technology Solutions TDS is responsible to provide expert advice and counsel in system planning, performance, integration, operations and development. Depth & Scope: Manages the development, delivery and/or support of products and services for a range of clients to support them in meeting business objectives/ goals Supports/ Participates in developing the strategic direction of own area Works with clients to prepare comprehensive IT solutions that meet/ exceed client objectives for new and existing systems / applications Manages the integration of all systems, projects and technical interfaces to ensure a high level of service and support to the client and efficient system operation Researches and innovates may make decisions to build / buy / reuse system components to meet client expectations and project deliverables Measures and monitor the level of service, analyze trends, agree on service target levels, and determine appropriate actions Defines development specifications, technical requirements, system performance objectives and identify system modifications required to meet performance objectives Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of research, analysis, design, hardware/ software support and/or development of technical solutions Works independently and/or autonomously as a senior/ lead on a diverse range of tasks and is relied upon to coach/ educate others Manages and directs activities related to analysis, design and support of technical business solutions on larger projects Assignments are highly complex and multi-faceted May monitor, manage, coach/ educate a small team of IT professionals Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors Defines, delivers and maintains systems and technical infrastructure to support clients and applications by following standards, policies and procedures in compliance with IT Disaster Recovery Plan Identifies, recommends, sources, negotiates and implements improvements/solutions (buy/build/reuse) to enhance customer experience and/or reduce cost in support of client needs May provide the level of systems and operational availability that will meet or exceed negotiated service levels, and report results as required Influences product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market Contributes to the development of project plans by providing input to project charters, project deliverables, cost/benefits analysis, time line estimates, scope and control and manage projects/initiatives by directing assigned resources, communicating project status and providing timely escalation of issues In conjunction with department management, ensures Business Recovery Pans (BRP) are in place and adhered to in the department Researches/analyzes business requirements to evaluate and recommend optimal solutions within business technology architecture Complies with the system development life cycle (SDLC) and project management methodology (PMLC) - including development of project plans, documentation of system requirements, estimates of scope and cost, etc. Delivers effective solutions by providing consulting support, researching issues / opportunities, and overseeing the execution of recommendations Integrates technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery Ensures appropriate security levels are established and maintained for processes, information exchange and system implementations Reviews, defines, enforces and influences standards and appropriate quality measures/metrics Assists in the development/maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents Assists in the identification of opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness Conducts pre and post implementation reviews, ensuring all technical solutions have met business requirements Continuously enhance knowledge/expertise in own area and keep current with emerging industry trends, new technologies and best practices in the external market that can contribute to delivering effective client solutions Develops/maintains expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions Education & Experience: College degree, or specialized training / equivalent work experience 5-7 Years of related experience Expert knowledge of the technical environment/ tools (e.g., user environment, applications, software, hardware, programming languages and operating systems) in own area Must be detail oriented and possess problem-solving skills Must be able to work independently with minimal supervision and establish priorities Proficient in interpersonal communication (both oral and written), and have the ability to communicate effectively with all levels of staff and management Physical Requirements: Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% Domestic Travel – Occasional International Travel – Never Performing sedentary work – Continuous Performing multiple tasks – Continuous Operating standard office equipment - Continuous Responding quickly to sounds – Occasional Sitting – Continuous Standing – Occasional Walking – Occasional Moving safely in confined spaces – Occasional Lifting/Carrying (under 25 lbs.) – Occasional Lifting/Carrying (over 25 lbs.) – Never Squatting – Occasional Bending – Occasional Kneeling – Never Crawling – Never Climbing – Never Reaching overhead – Never Reaching forward – Occasional Pushing – Never Pulling – Never Twisting – Never Concentrating for long periods of time – Continuous Applying common sense to deal with problems involving standardized situations – Continuous Reading, writing and comprehending instructions – Continuous Adding, subtracting, multiplying and dividing – Continuous The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes. Who We Are TD Securities offers a wide range of capital markets products and services to corporate, government, and institutional clients who choose us for our innovation, execution, and experience. With more than 6,500 professionals operating out of 40 cities across the globe, we help clients meet their needs today and prepare for tomorrow. Our services include underwriting and distributing new issues, providing trusted advice and industry-leading insight, extending access to global markets, and delivering integrated transaction banking solutions. In 2023, we acquired Cowen Inc., offering our clients access to a premier U.S. equities business and highly-diverse equity research franchise, while growing our strong, diversified investment bank. We are growth-oriented, people-focused, and community-minded. As a team, we work to deliver value for our clients every day. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more Additional Information: We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. Colleague Development If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals. Training & Onboarding We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role. Interview Process We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call. Accommodation TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process. US Labor & Employment Posters | California Privacy | Accessibility | FAQ Our Values At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture. Our Commitment to Diversity, Equity, and Inclusion At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve. Helping to Make an Impact in Communities – TD Ready Commitment TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities. Learn more: Canada | US | Europe & Asia Pacific