Senior Program Manager (GCC Operate Phase)

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 Compensation 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