Operations Project Manager

Role Overview

• Lead and support line of business initiatives focused on transforming desktop applications used in Bank of America’s retail contact centers guiding projects from initial concept through successful implementation.
• Serve as a subject matter expert for contact center applications such as Bolt, Flash and CEW providing guidance and daily support to business and site partners and associates.
• Active member of project teams partnering with technology, business partners and other key stakeholders driving requirements, testing and delivery ensuring flawless execution and timely completion on all changes to our desktop tools.
• Lead and participate in scheduled project meetings, monitor and track progress, communicate status updates and escalate issues, risks and dependencies to ensure timely resolution.
• Manage multiple and often competing priorities while meeting deadlines and adhering to established policies and procedures.
• Lead and contribute to all aspects of User Acceptance Testing (UAT), including test script creation, review, execution of end‑to‑end testing, defect escalation and resolution, and final approval prior to deployment.
• Partner with Release Management team to perform production certification on all newly implemented technology changes deployed during monthly releases.
• Provide daily support to associates and business partners; assist technology partners during triage sessions to drive defect identification and resolution.
• Communicate clearly and effectively with executive leaders, business partners, and project teams using strong written, verbal, and presentation skills.
• Contributes to strategic vision by identifying opportunities to drive efficiency, effectiveness, and enhance the overall experience for associates.
• Gather feedback from frontline teams and site partners to identify process improvements and recommend enhancements to desktop tools and operational procedures.
• Build and maintain strong, collaborative relationships with business partners, technology teams, project stakeholders, and peers to support long‑term success and alignment.

Requirements

• Subject matter expert across Fraud and Non‑Fraud claims, including Credit, Debit, Digital, and Check Fraud along with full knowledgeable in end‑to‑end claim initiation workflows, from Bolt through all applicable fulfillment applications.
• Deep understanding of Service Request (SR) intake processes, ensuring accurate, efficient, and compliant initiation of customer requests.
• Proven background in project management, analytics, and production support, with the ability to drive initiatives, solve operational challenges, and support continuous process improvement.
• Strong commitment to resolving customer issues with empathy, accuracy, and efficiency, ensuring a positive experience and high-quality outcomes.
• Thrives in team environments and excels working independently in fast‑paced, dynamic operations.
• Motivated self‑starter who takes initiative, anticipates needs, and remains actively involved in driving results.
• Able to pivot quickly with changing business needs, multitask effectively, and consistently meet or exceed performance goals.
• Excellent written and verbal communication, with the ability to present information clearly to stakeholders at all levels.
• Demonstrates integrity, accountability, and a strong work ethic aligned with Bank of America’s Core Values.
• Bachelor's degree or minimum 7 years of Operations experience supporting Case Intake initiation and Contact Center applications.
• Current leader within the Fraud & Claims Line of Business; expert knowledge of Fraud & Claims Business Applications, the agents’ experience and Client expectations.
• Experience with supporting, leading and owning projects, project management or process improvement.
• Demonstrated strong written and verbal communication skills and the ability to communicate complex written information in a clear and concise manner.
• Experience building relationships with partners to understand business concerns and identify solutions.
• Ability to bring multiple stakeholders together, directly address issues to reach consensus & decisions, and demonstrate personal courage.
• Ability to remain flexible and adjust to evolving business needs.
• Strong analytical and problem-solving abilities, with quick adaptation to strategic thinking methodologies, and systems.
• Understand hardware and application configurations and implications, ensuring associates have proper platform for success.
• Results
• and detail-oriented with strong interpersonal, communication, project management and leadership skills.
• Engaging/enthusiastic self-starter, ability to work independently, resolve complex problems, and a positive attitude towards change.

Tech Stack

• Flash

Benefits

• industry-leading benefits
• access to paid time off
• resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.