Deposit, Product Operations Partner

Consumer Deposits - Product Operation Partner

Role Summary
The Consumer Deposit Product Partner operates at the center of product operations, risk oversight, and customer remediation for deposit products. This role is responsible for investigating customer impacting issues, validating data and financial outcomes, and ensuring accurate and compliant restitution when product behavior does not perform as expected.

This is not a traditional product roadmap or feature delivery role. It is a highly analytical, execution focused position that works behind the scenes to identify issues, validate outcomes, and prevent future customer impact. The role plays a critical part in maintaining product integrity and delivering fair, accurate outcomes for customers.

Locations & Work Arrangement: Remote is not an option, candidates must be willing to commute to one of the following hub locations with a hybrid schedule of 4 days onsite and 1 day remote per week with flexibility in one of the following hubs:

• Johnston, RI
• Boston, MA
• Newark, DE
• Philadelphia, PA

• Manchester, NH

  
  

Core Responsibilities

Customer Remediation and Restitution
• Lead end to end remediation efforts for deposit related issues, including identifying impacted populations, assessing scope, and ensuring timely resolution
• Own execution of financial restitution, including validating calculations, reviewing methodologies, and confirming customers are made whole accurately
• Perform account level analysis and validation to confirm correct customer treatment and identify discrepancies

Data Analysis and Validation
• Analyze large datasets using Excel and internal systems to validate customer impacts and financial outcomes
• Conduct sampling and detailed account level reviews to ensure accuracy of restitution populations
• Investigate data anomalies and partner with data teams while maintaining ownership of final validation and sign off

Operational Risk and Product Oversight
• Act as an embedded product risk partner to identify issues before they result in customer impact
• Review product behavior and changes to ensure alignment with intended design and regulatory expectations
• Proactively identify potential risks or “landmines” in product changes and operational processes

Cross Functional Execution
• Partner with Technology, Product, Risk, Legal, Compliance, Finance, and Operations to resolve customer impacting events
• Support root cause analysis, issue resolution, and coordinated remediation efforts across teams
• Engage in audit and regulatory activities, providing documentation, analysis, and support as needed

Shared Services and Team Support
• Support additional operational responsibilities including product rate changes, QA and QC reviews, and control validation
• Flex across team priorities as restitution volumes change, contributing to broader product operations support
• Help establish and improve governance, controls, and documentation to ensure consistent and auditable outcomes

Continuous Improvement and Prevention
• Leverage remediation insights to identify systemic issues and recommend improvements
• Strengthen processes to reduce recurrence of customer impacting events
• Contribute to building a more proactive risk and control environment within product operations

Success Profile

The ideal candidate brings a strong combination of analytical capability, operational discipline, and risk awareness. This role requires someone who is comfortable working in detail, validating data, and ensuring accuracy in high impact scenarios.

Key attributes include:
• Strong analytical skills with hands on experience using Excel for data analysis, including formulas, data validation, and working with large datasets
• High attention to detail, with the ability to investigate complex issues and validate outcomes at a granular level
• Knowledge of deposit products such as checking, savings, money market, and CDs, with the ability to understand how product features should function
• Risk oriented mindset, with the ability to identify potential issues before they impact customers
• Strong communication skills to coordinate across multiple stakeholders and drive resolution
• Ability to manage multiple priorities in a fast paced, highly regulated environment
• Comfort operating in a role that is execution focused, detail driven, and behind the scenes rather than customer facing or feature delivery oriented

Role Context

This role sits within a Shared Services model supporting deposit products and is closely aligned to operational risk and control functions within the product organization. The work is often complex, fast moving, and highly critical to ensuring fair customer outcomes and regulatory compliance.

Candidates who will be successful in this role are motivated by solving complex problems, ensuring accuracy, and protecting the customer, rather than owning product roadmaps or launching new features.

Pay Transparency
The salary range for this position is from $130,000 to $161,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to, the budget, work location, relevant skills, and experience.

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

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