Project & Program Manager, Core Operations

First Tech Federal Credit Union is a financial services organization seeking a Project and Program Manager to govern its relationship with Fiserv and the operational performance of the DNA core banking program. The role manages vendor performance, projects and releases, business readiness, cross-functional execution, risks, contracts, and executive reporting to ensure the platform remains reliable, compliant, and strategically aligned.

Responsibilities:

• Serve as the primary business liaison for Fiserv and the DNA core banking platform; manage governance, communications, and strategic alignment
• Monitor Fiserv SLAs, scorecards, case aging, service availability, and delivery performance; drive corrective action
• Direct the intake, prioritization, escalation, communication, and closure of Fiserv service inquiries and critical issues
• Lead operational and quarterly business reviews; report performance, risks, issues, decisions, and action items to leadership
• Coordinate contracts, statements of work, purchase orders, invoices, renewals, service credits, and required stakeholder reviews
• Analyze service trends and stakeholder feedback to improve reliability, responsiveness, efficiency, transparency, and vendor value
• Maintain projects or defined workstreams end-to-end by shaping delivery plans, sequencing milestones, and coordinating cross-functional execution to meet intended outcomes
• Partner with stakeholders to clarify goals, success measures, roles, and decision points; manage scope changes through documented tradeoffs and impacts
• Build and maintain delivery governance to improve predictability and reduce delivery friction
• Manage risk, issue, and dependency resolution by driving mitigation plans and surfacing decisions needed to protect timeline, quality, and customer impact
• Develop clear stakeholder communications, including progress reporting and executive-ready summaries that connect work completed to results and next steps
• Coordinate change and readiness activities (communications, training approach, engagement checkpoints) and use feedback to adjust adoption tactics
• Plan and coordinate testing and implementation activities to support smooth releases and operational readiness
• Identify and support process improvements by mapping workflows, documenting procedures, and helping teams reduce rework, cycle time, or operational risk

Requirements:

• Bachelors degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree)
• 2+ years of relevant experience
• Demonstrated knowledge of core banking operations, enterprise technology platforms, vendor services, system releases, and production-support processes
• Proven ability to manage complex, cross-functional programs, projects, enhancements, dependencies, risks, testing, and implementations
• Experience managing vendor performance, SLAs, contracts, statements of work, purchase orders, invoices, renewals, and service escalations
• Strong written, verbal, facilitation, and presentation skills, with the ability to influence vendors, business partners, technical teams, and senior leaders
• Ability to analyze performance data, identify trends and risks, develop mitigation plans, and drive timely, fact-based decisions
• Demonstrated ability to establish ownership, manage competing priorities, resolve complex issues, and deliver results in a regulated, high-availability environment
• Proficiency with common project tracking/reporting tools and comfort using structured delivery methods
• First Tech is not currently offering Visa transfer/sponsorship for this position