Collections & Recovery Product Director & Neighborhood Lead

Citizens Financial Group • Johnston, RI

13d • Hybrid

About The Position

Citizens is seeking a results-driven Product Director to lead the vision, strategy, delivery, and transformation of its Collections & Recovery platform capabilities. This senior leadership role oversees ongoing product delivery, enhancements to existing capabilities, and the Collections & Recovery Reimagine the Bank transformation agenda. The role will help reshape the Collections & Recovery experience using AI, intelligent automation, advanced analytics, and modern technology to support personalized customer engagement, expanded self-service, and greater colleague efficiency. Focus areas include intelligent voice and digital interactions, personalized collection strategies, and AI-enabled colleague capabilities.

As the experience owner and neighborhood lead, the Product Director brings business, product, technology, architecture, and data teams together to deliver integrated products. The role requires strong product leadership, disciplined execution, and strategic vendor relationship management across an ecosystem that includes multiple third-party solutions. The Product Director is accountable for product capabilities that improve customer experience, operational efficiency, and collections performance. The role has direct reports and reports to the Consumer Operations Delivery Head.

The position is based at a Citizens corporate office, with four days in the office and one day remote. The schedule is Monday through Friday, 40 hours per week. The salary range is $221,000–$271,000 per year, plus the opportunity to earn an annual discretionary bonus. Actual pay depends on factors including budget, work location, skills, and experience. Candidates must be authorized to work in the U.S. without requiring employer sponsorship now or in the future; the role is not eligible for new employer-sponsored or current H-1B visa holders.

Requirements

• Bachelor’s degree in Business, Technology, Engineering, Economics, or a related discipline.
• Typically 8–12 years of progressive product management experience, including leadership responsibility for multiple products, programs, or product teams.
• Deep knowledge of product strategy, portfolio management, operating models, performance measurement, governance practices, and organizational priorities.
• Strong understanding of financial services operations, servicing, and regulatory considerations.
• Ability to translate enterprise objectives into coordinated product strategies, investment priorities, and measurable business outcomes.
• Understanding of AI, intelligent automation, and emerging technologies, and ability to translate opportunities into scalable business capabilities.
• People leadership experience, including talent development, performance management, succession planning, and team capability building.
• Experience managing strategic technology vendor relationships, evaluating third-party solutions, influencing vendor roadmaps, and delivering integrated capabilities across complex enterprise technology environments.
• Strong strategic, analytical, and systems-thinking capabilities, including experience resolving complex cross-functional issues affecting multiple teams or business areas.
• Effective stakeholder management and influencing skills, including facilitating decisions among senior leaders across business, technology, operations, risk, and compliance.
• Ability to balance business, operational, customer, risk, and regulatory considerations when making decisions with medium- to long-term impact.
• Customer-centric mindset, persistence and resilience in the face of challenges, and commitment to continuous learning.
• Must be authorized to work in the U.S. without the need for new employer sponsorship now or in the future.

Nice To Haves

• An advanced degree is strongly preferred.
• Direct Collections & Recovery experience is strongly preferred.
• Familiarity with generative and agentic AI is desirable.
• Direct experience applying AI and intelligent automation in Collections & Recovery or customer operations is a significant plus.

Responsibilities

• Align roadmaps across teams to a coherent strategy and shared outcomes.
• Resolve cross-team and cross-domain tradeoffs.
• Drive consistent product management standards, practices, and decision frameworks.
• Establish outcome metrics and hold teams accountable for results.
• Lead stakeholder alignment and decision-making at scale.
• Ensure teams are solving the right customer problems across the product area.
• Address systemic delivery issues and improve operating efficiency.
• Lead multiple product teams or a complex product domain.
• Provide direct people leadership with accountability for performance and development.
• Drive cross-functional alignment with business, technology, risk, and operations.
• Lead ongoing product delivery, capability enhancements, and the Collections & Recovery transformation agenda.
• Bring business, product, technology, architecture, and data teams together to deliver integrated product capabilities.
• Manage strategic technology vendor relationships and deliver capabilities across a complex ecosystem of third-party solutions.
• Deliver capabilities that improve customer experience, operational efficiency, and collections performance.

Benefits

• Competitive pay and opportunity to earn an annual discretionary bonus.
• Comprehensive medical, dental, and vision coverage.
• Retirement benefits.
• Maternity and paternity leave.
• Flexible work arrangements.
• Education reimbursement.
• Wellness programs.
• Paid time off that exceeds the mandatory paid sick or paid time-away policy of every local and state jurisdiction in the United States.

What This Job Offers

• Job Type: Full-time
• Career Level: Director