Description

Overview

Digital and agile delivery transformation is not a project for Citizens but a cultural aspiration deeply rooted in improving both the colleague and client experience. We focus on creating compelling and differentiated customer experiences and delivering distinctive value through innovation and technology.

Citizens is seeking passionate, proactive, and dynamic program managers ready to challenge the status quo and drive high-impact programs across digital channels and platforms.

Primary ResponsibilitiesProgram Delivery

Own end-to-end delivery of complex, cross-functional programs aligned with strategic business goals.

Define and manage program scope, timelines, milestones, and deliverables.

Ensure alignment between business objectives, technology execution, and customer outcomes.

Track and manage interdependencies, risks, and issues across multiple workstreams.

Drive delivery excellence through structured planning, execution, and continuous improvement.

Lead increment planning and execution cycles, ensuring timely and quality delivery.

Facilitate prioritization and scenario planning to support dynamic business needs.

Monitor delivery KPIs and health metrics to ensure transparency and accountability.

Program Operations & Financial Management

Lead the operational rhythm of the program, including capital management, resource planning, and tooling (e.g., JIRA).

Partner with finance, technology, and product teams to reconcile monthly spend against budget and forecasts.

Actively manage resource alignment and forecasting, ensuring timely hiring and resource movement.

Identify opportunities for improved budget management and propose reallocation strategies.

Process Improvement & Agile Transformation

Evaluate and elevate current processes, routines, and procedures to improve team performance.

Influence delivery metrics to represent organizational health and identify trends for improvement.

Conduct quality assurance reviews and champion change management policy adherence.

Drive continuous improvement and operational optimization.

Executive Stakeholder Engagement

Act as a liaison between program teams and senior leadership, ensuring transparency and alignment.

Deliver executive-level program updates and reporting.

Manage governance cadence and stakeholder forums.

Act as a C-suite execution bridge, ensuring strategic alignment and delivery.

Strategic Leadership & Influence

Provide escalation effectiveness and proactive problem-solving support.

Influence cross-team collaboration and decision-making.

Mentor program-wide talent and foster a culture of accountability and empowerment.

Governance & Quality Assurance

Ensure quality of governance execution and escalation management.

Collaborate with business, technology, and vendor teams to ensure alignment and delivery excellence.

Support ad hoc initiatives, including audits, new product launches, and cross-team efforts.

Qualifications

10+ years of Program Management experience.

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.

Strong preference for candidates with prior experience at top-tier consulting firms (e.g., KPMG, Accenture, BCG, McKinsey).

Exceptional organizational, communication, and stakeholder management skills.

Strong analytical skills with the ability to identify trends and optimize outcomes.

Education

Bachelor’s degree required.

Master’s degree highly preferred.

Core Competencies

Strategic Thinking, Innovation, Customer-Centricity

Program Delivery, Budget Management, Risk Assessment

Agile Business Strategy, Operational Excellence

Coaching, Empowering Others, Influencing, Time Management

Executive Stakeholder Management, Governance, Escalation Management

Cross-Functional Collaboration, Talent Development, C-suite Communication

Hours & Work Schedule

Hours per Week: 40 

Work Schedule: Monday-Friday

Hybrid: 4 days per week on site

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.