Program Manager - Small Business Client Services Transformation

Bank of America•Scranton, PA

5d•$115,000 - $167,000•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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: 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 Program Manager for Small Business Client Services plays a critical leadership role in shaping, coordinating, and executing strategic initiatives that advance the segment’s operational excellence and client experience. This highly visible position serves as a representative of Small Business Client Services in stakeholder forums, driving alignment across Operations, Transformation, Business Controls, Technology, Product, and other key partner organizations. The role is accountable for assessing the operational implications of business changes, recommending strategies that enhance both client and agent experiences, and ensuring initiatives are tightly aligned to segment and enterprise priorities. The Program Manager also leads routines that evaluate and determine the appropriate path for changes impacting Small Business Client Services, while providing clear communication of roadmaps, priorities, and progress to leadership and frontline teams. Additionally, this position is responsible for establishing new operating routines, reporting structures, and end‑to-end program coordination to support scalable, sustainable execution.

Requirements

2+ years experience with operations within a contact center
2+ years experience with Small Business Client Servicing or Small Business Products
Excellent written and verbal communication skills
Experience building clear, concise executive‑level presentations

Nice To Haves

Understands the practices and tools with project management and able to navigate effectively across multiple segments and LOBs
Experienced in leading multiple complex initiatives
Strong program management skills, including oversight of multiple concurrent projects, proactive status tracking, and end-to-end execution through completion.

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
Collaborates closely with project sponsors and cross‑functional partners to understand program objectives, scope, and deliverables, ensuring full alignment with Small Business Client Services priorities.
Develops and implements a clear, structured framework for effective program setup, execution, and delivery
Ensures consistent application of process management methodologies, including opportunity identification, assessment, and documentation to support informed decision‑making
Serves as the Small Business Client Services liaison for the Speak Up! program, evaluating submissions for feasibility, impact, and alignment.
Leads execution of approved recommendations and communicates outcomes to relevant audiences
Produces clear, compelling reporting and communication materials that showcase progress, outcomes, and priorities for frontline partners and key stakeholders
Develops agenda topics and facilitates leadership and partner engagement routines to highlight key updates, decisions, and upcoming initiatives across Small Business Servicing