Program Manager - Client Services Chat
About The Position
This job is responsible for overseeing programs and projects specific to corporate change initiatives that impact how the bank does business, provides a product or service, or executes a function. Key responsibilities include serving as the primary contact to department managers for critical change initiatives and communicating, influencing, and negotiating vertically and horizontally to obtain or leverage resources. Job expectations include delivering regulatory and executive materials and ensuring results align to program strategy, simplification, and new capabilities. The Client Services Chat Program Manager partners to scale and strengthen the chat channel by growing capacity, expanding capabilities, and driving efficiency. This transformation leader is responsible for the strategy, planning, and execution of the chat channel as a core client servicing capability. This role operates in close partnership with senior leadership to drive the end-to-end transformation and expansion of chat, ensuring alignment across client experience, operational performance, and cost efficiency. The Client Services Chat Program Manager will play a critical leadership role in expanding channel availability, increasing the range of services completed within chat, and improving efficiency through workforce strategy, process optimization, and technology enhancements.
Requirements
- 5+ years of program management experience supporting large, cross-functional initiatives
- Proven ability to partner effectively with senior leaders and influence outcomes
- Understanding of contact center operations, digital servicing, and workforce planning
- Experience supporting channel growth, capability expansion, and performance improvement efforts
- Ability to work across multiple teams and align stakeholders toward common goals
- Strong financial awareness with exposure to business cases and funding strategies
- Familiarity with agile ways of working and delivery support
- Clear and effective communication skills across front line through executive audiences
- Analytical mindset with the ability to interpret data and support decision-making
- Ability to adapt quickly, solve problems, and contribute to continuous improvement
Nice To Haves
- Client Services experience
Responsibilities
- Defines program controls, processes, procedures, reporting cadence, decision governance structures, and ways of working with key stakeholders
- Works closely with project sponsors, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new change initiatives
- Monitors the execution of defined tasks through tracking of program milestones and their statuses, developing program plans, and measuring progress against ongoing key performance indicators
- Analyzes, evaluates, and overcomes program risks, and produces program reports for managers and stakeholders
- Identifies key requirements for cross-functional teams and external vendors to perform in alignment with the program objectives
- Works with other program managers to identify risks and opportunities across multiple projects within the department, leading them to negotiate decision making for efficient and effective resolution
- Meets with stakeholders to provide transparency into project issues and decisions on services, builds positive relationships, asks questions, and uses tools to uncover root causes to challenges, identify opportunities, and make recommendations
- Partners across leadership to align priorities and ensure successful execution of key program initiatives
- Drives integrated planning across hiring, operations, technology, and process to support channel growth and scalability
- Partners on workforce strategy, including FTE planning and capacity modeling, to expand chat availability and meet demand
- Supports the expansion of chat capabilities by identifying opportunities to enable more servicing within the channel
- Drives efforts to improve efficiency through technology, automation, and streamlined processes
- Partners closely with technology and product teams to prioritize enhancements that improve both agent and client experience
- Supports agile planning and execution, including prioritization, backlog management, and delivery tracking
- Contributes to business case development, funding strategy, and investment planning to enable long-term growth
- Monitors performance across key metrics, helping identify trends, risks, and opportunities for improvement
- Coordinates across operations, training, risk, and line of business partners to ensure readiness and successful implementation
- Provides clear communication and updates to stakeholders, ensuring alignment and transparency across all levels
Benefits
- Access to paid time off
- Resources and support to our employees
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
