Job Description

The Program Manager, Evolve & Integrate Distribution (E&ID) is accountable for establishing and leading the Program Management Office (PMO) and for driving disciplined, end‑to‑end execution of the E&ID agenda. This role serves as the execution backbone of one of the bank’s most complex, multi‑year transformation efforts—ensuring priorities are translated into integrated plans, dependencies are actively managed, risks are surfaced early, and outcomes are delivered at the pace and scale required.

E&ID spans network strategy, branch formats, experience design, operating model changes, technology enablement, and talent activation across multiple lines of business and enterprise partners. The complexity and interdependence of this work demand a dedicated leader who brings rigor, structure, and transparency to execution while enabling teams to move quickly and together.

This role is not a project administrator. It is a senior program leadership position responsible for building the operating muscle that allows E&ID to execute reliably, adapt intelligently, and deliver measurable results.

The Program Manager partners closely with the EVP leading E&ID, workstream owners, Finance, Technology, HR, and external partners to ensure the transformation is run as a cohesive enterprise program—not a collection of disconnected initiatives.

Primary responsibilities include

• Program & PMO Leadership
  • Establish and lead the E&ID Program Management Office, including governance, operating cadence, tools, standards, and reporting.
  • Define and enforce consistent program management disciplines across all E&ID workstreams (planning, milestones, dependency management, risk management, and issue resolution).
  • Build and coach a high‑performing team of program and project managers as the scope of E&ID expands.
• Integrated Planning & Execution
  • Translate E&ID strategy and priorities into an integrated, enterprise‑level roadmap with clear sequencing, milestones, and ownership.
  • Actively manage interdependence across workstreams such as network planning, branch activations, experience & change, operating model, technology, and talent enablement.
  • Ensure execution plans remain aligned as priorities shift, new initiatives are added, or sequencing needs to change.
• Governance, Risk & Decision Support
  • Design and run E&ID governance forums, ensuring the right decisions are made at the right level with clear escalation paths.
  • Surface execution risks, capacity constraints, and tradeoffs early, with clear implications and recommended actions.
  • Partner with senior leaders to resolve blockers and maintain momentum across a highly matrixed environment.
• Performance Management & Transparency
  • Establish clear success metrics, execution dashboards, and reporting that provide leadership with a transparent view of progress, risks, and outcomes.
  • Ensure updates are fact‑based, consistent, and decision‑oriented—supporting monthly business reviews, leadership readouts, and board‑level discussions as needed.
  • Track benefits realization and ensure delivery remains tied to intended business outcomes.
• Partner & Vendor Coordination
  • Coordinate execution across internal teams and external partners (e.g., consulting or delivery partners), ensuring clear scope, milestones, and accountability.
  • Ensure knowledge transfer, handoffs, and deliverables from partners are structured for internal execution and sustainability.
• Ways of Working & Capability Building
  • Help establish “how we execute” for E&ID—introducing modern program management practices that balance rigor with speed.
  • Continuously improve execution effectiveness by identifying gaps in process, tooling, or capability and addressing them proactively.

Qualifications, Education, Certifications and/or Other Professional Credentials

• 10+ years of experience leading large‑scale, cross‑functional programs or transformations in complex organizations.
• Proven experience building and running a PMO for multi‑year, multi‑workstream initiatives.
• Strong ability to manage ambiguity, interdependencies, and competing priorities while maintaining execution discipline.
• Executive presence with the ability to engage, challenge, and influence senior leaders.
• Deep understanding of program governance, risk management, and performance tracking.

• Experience in financial services, retail banking, or similarly regulated, distributed operating environments is strongly preferred.

  Leadership Characteristics

• Highly structured thinker with a bias for action and follow‑through.
• Comfortable operating at both the enterprise level and in the details when execution requires it.
• Direct, candid communicator who surfaces issues early and frames tradeoffs clearly.
• Collaborative leader who builds trust across functions while holding teams accountable.
• Energized by building new capabilities and operating models in fast‑moving environments.

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: 8-5 Monday - Friday

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.