Program Manager

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.