Digital Program Manager

Description

Digital and agile delivery transformation is not a project for Citizens but is a cultural aspiration deeply rooted in improving both the colleague and client experience at the bank. We focus on creating compelling and differentiated customer experiences and delivering distinctive value to consumer and commercial clients through investment in innovation and technology to ensure consumers have access to the tools that put them in control of their finances. 

Citizens is looking for passionate, proactive, dynamic program managers who are ready to challenge the status quo and propel our programs to deliver on key goals of multi-year roadmaps. This Program Manager will support a variety of high-impact programs and initiatives (20+) across the Become a Better Customer Town, spanning 3 neighborhoods including Account Opening platforms, Onboarding and Engagement Solutions and Enterprise Deepening strategies. If you have a flair for finance, business, and Agile delivery, this could be the job for you.

Primary responsibilities include:

• Lead and manage the operational rhythm of the Town, including capital management, resource planning (ARDM), and tooling (e.g., JIRA) to support delivery excellence: 
  • Partner with finance, technology and product partners to reconcile monthly spend against budget and forecasts
  • Assist with actively managing resource alignment and forecasting, ensuring timely hiring and resource movement across teams as needed
  • Proactively identify opportunities for improved budget management and/or reallocations across neighborhoods; propose options to maximize opportunities
• Evaluate and elevate current processes, routines and procedures and initiate process improvement actions to improve team performance (e.g., risk assessments, discovery needs, mobile coordination, planning ceremonies with technology). Partner with enterprise strategy efforts to elevate our delivery and agile transformation. 
  • Influence effective delivery metrics to represent delivery health of the organization, and assess trends to identify insights and opportunities over time.
  • Conduct quality assurance reviews across delivery cycles to ensure compliance with policies and procedures. Champion change management policy adherence and methods to simplify and streamline well managed delivery.
• Support cross-functional program development including managing project-level budgets/costs (including vendor needs), release plans, dependencies, performance management, status updates, and risks.
  • Track SOW spend and assist with contract origination, renewal, termination, and amendments
  • Partner with Neighborhood Leads and Experience Owners to track progress against roadmaps and corresponding goals; Maintain team roadmap views 
  • Monitor and report on Town delivery performance metrics, identifying opportunities for continuous improvement and operational optimization.
• Facilitate cross-functional collaboration and communication across Pods, Chapters, and other Towns to ensure alignment and remove delivery blockers.
• Support talent development within the Town by fostering a culture of accountability, empowerment, and performance.
• Act as a liaison between Town members and senior leadership, ensuring transparency and alignment on priorities and progress. Drive town level reporting and stakeholder updates. 
  • Manage reporting cadences and stakeholder forums – elevate team storyline and outcomes across audiences; continuously optimize cross-team routines
  • Coordinate and schedule meetings. Capture meeting minutes; assign and tracking action items; and coordinate and facilitate leads and working groups to meet program objectives.
• Project manage ad hoc launches/initiatives across the Town (e.g., new cross-team initiatives or products, cross-team audit needs, etc.)

Qualifications

• 5+ years of Program Management experience  
• Knowledge of Agile Delivery methodology, as well as Jira, Confluence, and MS Teams; Prior knowledge or experience as Product Owner or Scrum master is ideal
• Familiarity with matrixed delivery organization with appetite to challenge the status quo
• Experience utilizing various project/program management tool such as Jira, Tableau, Slack, MS Office/Project; Knowledge of Planview, ARDM, and Oracle preferred; Ability to autonomously drive Process Mapping and Process Improvement
• Exceptional organizational skills and ability to manage multiple priorities effectively
• Excellent written and verbal communication and influence skills across all levels of management
• Proven time management and organizational skills; Detail orientation
• Ability to build strong relationships with multiple stakeholders while effectively managing risk, compliance, and complex program interdependencies; ability to proactively take initiative and work constructively as part of a team and highly collaborative across cross-functional, diverse teams 
• Strong execution orientation with experience driving financial and contract management; Ability to identify anomalies and trends in data and independently take action to mitigate risk or optimize outcomes
• 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, Certifications and/or Other Professional Credentials 

• Bachelor’s degree required
• Masters highly preferred

Hours & Work Schedule 

• Hours per Week:  40
• Work Schedule:  Monday - Friday
• Hybrid Structured (3 days in office / 2 days remote)

Educational, Certifications and/or Other Professional Credentials:

• Either 3+ years of experience as described above and/or a BA/BS in Business, Finance, Operations, Agile Delivery or a related field

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.