Associate Desktop Platform Manager

Bank of America•Jacksonville, FL

7d•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! The Consumer Transformation team is seeking a team member to lead strategic initiatives that improve associate-facing capabilities, client experience, operational performance, and digital adoption across contact center and financial center environments. This role will support the planning, prioritization, execution, testing, and delivery of desktop capabilities in partnership with business, technology, product, training, release, and frontline stakeholders. The ideal candidate is a highly organized, strategically minded leader who operates with limited oversight, brings strong knowledge of the financial services and banking industries, understands customer service operations, and remains constantly curious about how emerging technologies can solve business problems and improve outcomes.

Requirements

5+ years of experience leading strategic, cross-functional initiatives, programs, projects, or workstreams with measurable business impact.
Advanced organizational and leadership skills, with the ability to manage multiple high-visibility priorities in a fast-paced, matrixed environment.
Demonstrated ability to operate independently with limited oversight, make sound decisions, escalate appropriately, and drive work to completion.
Strong knowledge of financial services, banking operations, customer service, contact center operations, and associate-facing tools or processes.
Experience partnering across business, technology, product, agile, testing, release, and frontline teams to deliver technology-enabled change.
Excellent written, verbal, presentation, and storytelling skills, with the ability to simplify complex topics and communicate effectively with senior leaders.
Strong analytical, problem-solving, research, planning, prioritization, and risk management skills.
Experience supporting testing, implementation readiness, production validation, and issue resolution.
Proficiency with Microsoft Office, including PowerPoint, Excel, Word, and related productivity tools.

Nice To Haves

Experience with the associate-facing desktop in contact center and financial center channels.
Background in program management, change management, process improvement, data analytics, or agile delivery environments.
Working knowledge of annual planning, business case development, funding approval, and roadmap prioritization.
Experience gathering stakeholder and end-user feedback and incorporating insights into future priorities and enhancements.
Bachelor’s degree in Business Administration or comparable practical experience in a related field.

Responsibilities

Lead cross-functional initiatives from ideation through execution, implementation, testing, production validation, and post-release stabilization.
Define and maintain integrated delivery plans, milestones, risks, dependencies, reporting routines, and executive-level status updates.
Partner with business, technology, user experience (UX), training, release, and frontline teams to translate business objectives into clear requirements and delivery priorities.
Manage the Associate Facing Solutions Engagement Program including intake, triage, prioritization, ownership assignment, testing scope, documentation, and demand reporting.
Oversee the Test-Only portfolio and support user acceptance testing (UAT), post production validation (PPV), script review, defect resolution, readiness activities, and final signoff.
Use client, associate, operational, and call-type insights to identify opportunities that improve servicing, reduce friction, increase automation, and drive digital adoption.
Develop and communicate the initiative narrative, strategic roadmap, business case considerations, and measurable outcomes to senior leaders and stakeholders.
Serve as a strategic liaison across business and technology teams, ensuring solutions align to enterprise priorities, customer needs, operational goals, and risk expectations.
Champion innovation, agility, and continuous improvement while mentoring project owners and supporting effective program delivery.
Defines the strategic vision for key user experience functionalities, identifying administrative modifications and opportunities to streamline data entry processes
Drives innovation and improves platforms used by bank employees and support organizations to maximize system stability, while minimizing user disruption
Interacts with key program stakeholders such as platform and process design teams to facilitate solutions and remedies to any risks/issues identified during platform deployment
Leads the end-to-end requirement gathering and release execution process from an operational validation perspective with Technology partners
Manages User Acceptance Testing execution and documents evidence of success prior to release
Partners with Technology to plan, implement, and deploy business strategies, while prioritizing the bank's long and short-term goals