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Senior Program Manager (GCC Culture and Change Management)
Location and Work Model
This role requires a four day on site hybrid work schedule in Johnston, RI, Phoenix, AZ, Westwood or Medford, MA, Plano, TX, Iselin, NJ, Pittsburgh, PA, Franklin, TN, Cleveland, OH, or Chicago, IL.
Role Focus
Change Management, Culture, and Organizational Readiness for the Global Capability Center
Role Overview
The Senior Program Manager for GCC Culture and Change Management leads the people, culture, and organizational readiness strategy for Citizens Global Capability Center. This role drives the end to end change management approach to ensure colleagues across the United States and India are aligned to the GCC vision, prepared for new ways of working, and supported through transformation. The role partners closely with senior leadership to enable workforce transitions, cultural integration, and manager readiness while fostering an inclusive, high performing, globally connected engineering culture aligned to the Build Operate Transfer model.
Key Responsibilities
Change Management and Organizational Readiness
• Lead the end to end change management strategy supporting the Global Capability Center
• Ensure organizational readiness for new operating models, roles, and ways of working
• Sequence, execute, and measure change initiatives across build, operate, and transition phases
• Partner with leaders to support workforce and organizational shifts related to the GCC and BOT model
Culture and Global Integration
• Drive cultural integration across U.S. and India based teams
• Foster trust, inclusion, and collaboration within a globally distributed engineering organization
• Enable shared ways of working that reinforce GCC culture and enterprise values
• Support leadership behaviors that promote accountability and cross border teamwork
Stakeholder and Manager Enablement
• Manage complex stakeholder journeys across technology, security, and engineering organizations
• Partner with senior leaders, HR, and communications to align people and change strategy
• Enable manager readiness through change leadership support, toolkits, and coaching
• Serve as a trusted advisor to executive sponsors on change impacts and adoption risks
Communications and Engagement
• Develop and execute clear, consistent, and compelling change communications
• Translate strategy into colleague centered messaging that reinforces purpose and progress
• Drive engagement efforts that support adoption and sustained behavior change
• Align communications to key GCC milestones and decision points
Program Leadership and Execution
• Lead multiple change related workstreams within the GCC program
• Track progress, risks, dependencies, and success metrics related to change initiatives
• Establish governance, reporting, and escalation for people and change activities
• Ensure alignment with enterprise standards, workforce strategy, and compliance expectations
Requirements
Experience
• 10 or more years of experience in a project or program driven environment
• 7 to 10 years of senior program management experience leading complex, enterprise initiatives
• 3 or more years of experience supporting India based Global Capability Centers, captive centers, or offshore delivery models
• Demonstrated success leading enterprise change, culture, or organizational readiness initiatives
Change Management and Culture Expertise
• Deep expertise in change management methodologies and organizational readiness practices
• Proven experience driving adoption of new operating models, roles, and ways of working
• Strong background in cultural integration across globally distributed teams
• Experience enabling leaders and managers through periods of organizational change
Program and Stakeholder Leadership
• Proven ability to manage multiple, concurrent workstreams with senior stakeholder engagement
• Experience partnering with executive leaders, HR, and communications teams
• Strong ability to influence, align, and drive outcomes across complex organizations
• Demonstrated ability to assess risk, manage dependencies, and drive execution discipline
Tools and Skills
• Proficiency in Microsoft Project, Excel, Visio, and PowerPoint
• Strong executive communication, facilitation, and storytelling skills
• Ability to translate strategy into actionable plans and measurable outcomes
Education and Certifications
Education
• Bachelor’s degree required
Certifications
• Change management certifications such as Prosci or equivalent are highly desirable
• Project management certifications such as PMP or PgMP are highly desirable
Pay Transparency
The salary range for this position is $175,000 to $230,000 per year, plus eligibility for an annual discretionary bonus. Actual compensation is based on factors including work location, skills, and experience.
Benefits
We offer competitive compensation and comprehensive benefits including medical, dental, and vision coverage, retirement benefits, parental leave, flexible work arrangements, education reimbursement, wellness programs, and more. Citizens paid time off exceeds local and state paid leave requirements. For additional benefits information, visit https://jobs.citizensbank.com/benefits.
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
Job Applicant Data Privacy Policy
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.
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