Are you ready to challenge the status quo and drive a high-impact, multi-year Reimagine the Bank program to transform customer experiences end-to-end? We are seeking a passionate, proactive, and dynamic Program Manager to drive go-to-market success for account acquisition, opening and onboarding experience transformation.  

This role will be focused on end-to-end solution discovery and requirement definition as well as cross-functional team orchestration to influence customer journey transformation. The ideal candidate will have a strong background in managing complex, agile enterprise programs and will bring operational rigor, strategic thinking, and excellent influence and communication skills to ensure program urgency, progress and transparency. 

The Account Opening & Enablement Go-to-Market Manager will:

Partner across business leaders to advance product and transformation goals; Orchestrate cross-functional teams and timelines to deliver integrated roadmaps; Drive solution discovery and definition of partner requirements; Lead commercialization strategies for new solutions to ensure go-to-market readiness across teams and ensure teams are equipped with tools, training and resources to enable product vision end-to-end; Develop and evolve program governance, socialization and operating structures to support strategic alignment and execution; Lead cross-functional coordination and forums, including stakeholder engagement, communication, reporting, and issue/risk management; Collaborate with business and technology teams to define milestones and influence timely delivery, impediment resolution and efficiency in new ways of working, testing and learning over time; Strong quantitative, analytical, problem solving and project management skills are required. 

Responsibilities:

Program Design & Delivery

• Support end-to-end delivery of complex, cross-functional programs aligned with strategic business goals.
• Support Product Manager leads in definition and management of program scope, partners, timelines, milestones, and deliverables.
• Drive solution discovery for targeted objectives and definition of partner requirements
• Ensure alignment between business objectives, partner execution, and customer outcomes.
• Track and manage interdependencies, risks, and issues across multiple workstreams and build integrated program roadmaps.
• Drive delivery excellence through structured planning, execution, and continuous improvement and accountability for follow-ups across teams 
• Facilitate prioritization and scenario planning to support dynamic business needs.
• Monitor delivery KPIs and health metrics to ensure transparency and accountability.

Program Go-to-Market

• Optimize product and program launch and distribution approaches across teams
• Coordinate commercialization processes across upstream and downstream partners 
• Drive partner forums to influence timely and recurring reinforcement of new experiences and solutions, optimizing socialization messaging and strategies
• Ensure delivery appropriately equips frontline teams with tools, training, and resources to enable product vision end-to-end.
• Obsess over the customer journey including all brand touchpoints and environments the customer experiences.
• Evolve operating model of teams over time.
• Evaluate and elevate current processes, routines, and procedures to improve team performance.
• Champion change management policy adherence. Drive continuous improvement and operational optimization.
• Manage governance cadence and stakeholder forums.

Leadership & Influence

• Provide proactive, efficient escalation and problem-solving support.
• Influence cross-team collaboration and decision-making, as well as timely delivery and impediment resolution. Champion new ways of working and problem solving across teams. 

Required Qualifications 

• 6+ years of experience driving expansive program management across business and technology initiatives 
• Experience in management of technology development projects & onshore-offshore resources preferred.
• Strong knowledge of Agile delivery, JIRA, Confluence, and MS Teams.
• Experience in matrixed organizations and financial services preferred.
• Proficiency in tools such as Tableau, MS Project, Planview, Advanced Excel.
• Excellent written and verbal communication and influence skills across all levels of management
• Proven time management and organizational skills; Detail orientation and ability to manage multiple priorities effectively.
• Ability to work with ambiguity and persevere through roadblocks; ability to proactively take initiative and work constructively as part of a team
• Strong analytical skills with the ability to identify trends and optimize outcomes.
• Ability to build strong relationships with multiple stakeholders while effectively managing risk, compliance, and complex program interdependencies; highly collaborative across cross-functional, diverse teams 
• Strong execution orientation 
• Ability to work in a fast-paced environment and balance/prioritize requests 
• Flexibility and ability to acquire new skills to keep pace with changing systems and processes 
• Consumer banking/financial product background preferred 

Education and Certifications

• Required: Bachelor's degree in Business Administration, Organizational design or related field 

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: Monday-Friday
• Hybrid Schedule: 4 days per week onsite in a Citizens corporate office, 1 day remote

Pay Transparency

The salary range for this position is $150,000 - $190,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.