Senior Program Manager - Global Capabilities Center (Operate Phase)
Location and Work Model
This role requires a four day on site, one remote hybrid work schedule in one of the following organizational hubs
• Johnston, RI
• Phoenix, AZ
• Westwood or Medford, MA
• Plano, TX
• Iselin, NJ
• Pittsburgh, PA
• Franklin, TN
• Cleveland, OH
• Chicago, IL
Role Focus: GCC Operate Phase Program Oversight
The Senior Program Manager for GCC Operate Phase is responsible for ensuring the ongoing consistency, and operational maturity of Citizens Global Capability Center for the Operate phase.
This role is responsible for the end-to-end program governance, buildout, and operational oversight of the Operate Phase within the Global Capability Center (GCC). This role partners closely with enable the broader GCC and enterprise global strategy. The Operate Phase focuses on stabilizing and scaling operations by implementing the full global operating model, ensuring consistent service delivery, and meeting defined SLAs and KPIs.
This phase includes end-to-end talent management, governance oversight, vendor management, and execution of core support functions. It also drives continuous improvement.
Key Responsibilities:
Operate phase Program Leadership
• Provide strategic program leadership for GCC Operate Phase focused on the operating model optimization, communications, vendor oversight, and enablement of the global operating model.
• Establish and manage an integrated program roadmap aligned to GCC maturity stages (startup, scale, optimize, transform).
• Drive consistency in operating models, controls, governance, and service delivery across enabling functions.
Cross-Functional Stakeholder Management
• Act as a central point of coordination between ETS, GCC leadership, and service providers for the Operate Phase.
• Facilitate executive-level updates, steering committees, and decision forums related to the operate phase.
• Drive alignment across global and regional stakeholders with competing priorities and dependencies.
Transformation & Continuous Improvement
• Identify opportunities to improve efficiency, effectiveness, and scalability through process re-engineering, automation, and digitization.
• Support enterprise transformation initiatives impacting the operate phase, including system implementations, policy changes, and operating model shifts.
• Promote standardization and adoption of best practices across the GCC ecosystem.
Financial & Resource Management
• Support business case development for new services, expansions, or transformation initiatives.
• Optimize resource utilization across internal teams and external partners.
Required Qualifications:
Experience
• 10+ years of experience in program management, operations, or shared services within large, complex enterprises.
• Demonstrated experience supporting or leading large programs with having GCC Build-Operate-Transfer expertise or M&A expertise as a plus
• Proven track record managing large-scale, cross-functional programs and/or GCC or shared services environments.
Skills & Competencies
• Strong program and portfolio management expertise
• Deep understanding of enterprise governance, risk management, and compliance principles.
• Exceptional stakeholder management and executive communication skills.
• Strong analytical, financial, and problem-solving capabilities.
• Ability to operate effectively in ambiguous, fast-evolving environments.
Hours and Schedule
• 40 hours per week
• Monday through Friday
Pay Transparency
The salary range for this position is $175,000 to $250,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, the budget, work location, and relevant skills and experience.
Benefits
Comprehensive benefits include medical, dental, and vision coverage, retirement plans, parental leave, flexible work arrangements, education reimbursement, wellness programs, and generous paid time off exceeding local requirements.
Citizens Benefits Overview
About Us
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.
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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.
Citizens Charlotte, North Carolina, USA Office
4250 Congress St, Charlotte, NC, United States, 28209
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