Senior Program Manager (GCC Productivity and Optimization)

Citizens is a technology-focused company seeking a Senior Program Manager for GCC Productivity. This role is responsible for driving measurable productivity improvement and operational efficiency across Citizens Global Capability Center, focusing on optimizing throughput and enhancing team performance.

Responsibilities:

• Lead enterprise level productivity programs that improve throughput, velocity, and delivery efficiency across GCC teams
• Establish clear productivity baselines and performance expectations aligned to enterprise delivery models
• Analyze operational metrics to identify inefficiencies, constraints, and emerging productivity challenges
• Partner with engineering, technology, and finance teams to validate productivity assumptions and ensure accuracy
• Drive measurable improvement plans that increase output without compromising quality or risk standards
• Lead implementation of selected tool as required
• Use operational data to inform staffing decisions, capacity modeling, and resource planning
• Maintain visibility into demand fluctuations and ensure the GCC can scale output responsibly
• Monitor key indicators including cycle time, throughput, backlog, utilization, predictability, and delivery variance
• Partner with finance and workforce planning to ensure teams are staffed efficiently and aligned to productivity goals
• Support leadership with recurring reporting, insights, and trend analysis
• Lead continuous improvement initiatives across engineering, delivery, and operations teams
• Identify opportunities to streamline processes, improve handoffs, reduce wait time, and remove friction
• Drive adoption of standardized practices, tools, and delivery models that increase speed and reduce rework
• Partner with chapter leads, scrum leads, and delivery managers to embed sustainable productivity habits
• Ensure productivity improvements align with enterprise controls and regulatory expectations
• Reinforce efficient and consistent ways of working across United States and India based teams
• Strengthen collaboration models across time zones to reduce delays and dependency risks
• Promote clear role alignment and responsibility mapping across global delivery teams
• Support knowledge sharing, accelerators, playbooks, and reusable assets to increase team efficiency
• Optimize day to day operating model for program delivery
• Serve as a productivity advisor to senior leaders across technology, engineering, architecture, and security organizations
• Facilitate productivity reviews, operational scorecards, and performance discussions with leadership
• Ensure transparency into productivity trends, risks, and improvement opportunities
• Anticipate productivity challenges related to demand spikes, workforce shifts, or delivery model changes
• Ensure productivity programs operate within enterprise controls, compliance requirements, and risk expectations
• Partner with first- and second-line risk teams to ensure productivity gains do not create new exposures
• Maintain governance structures that support transparent reporting, responsible scaling, and consistent results
• Align productivity improvements with resiliency, reliability, and audit readiness requirements
• Lead multiple strategic workstreams focused on productivity enhancement and delivery efficiency
• Track success metrics, dependencies, risks, and cross functional improvement initiatives
• Drive repeatable and scalable methods to ensure productivity gains are durable and sustainable
• Ensure the GCC operates as a highly efficient, predictable, and value generating extension of the enterprise

Requirements:

• Bachelor's Degree
• Experience in driving measurable productivity improvement, workforce leverage, and operational efficiency
• Ability to analyze operational metrics to identify inefficiencies and constraints
• Experience in partnering with engineering, technology, and finance teams
• Experience in leading continuous improvement initiatives
• Ability to reinforce efficient and consistent ways of working across teams
• Experience in serving as a productivity advisor to senior leaders
• Ability to ensure productivity programs operate within enterprise controls and compliance requirements
• Experience in leading multiple strategic workstreams focused on productivity enhancement