Program Manager

Bank of America • Charlotte, NC

18d • 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 leading a team to maximize the value delivered through multiple programs and/or value streams within a small, less complex delivery portfolio. Key responsibilities include managing and developing the team through coaching, mentoring and feedback, aligning strategy, and execution by applying Lean and systems thinking approaches to strategy, investment funding, portfolio operations, and governance. Job expectations include managing the portfolio, ensuring compliance to standards, and driving continuous improvement to operations and governance. The Digital Advantage program is seeking a Program Manager to lead delivery for Erica® of the future. The successful candidate will be the overall glue for the program across Digital and Associate facing channels for Erica® and EricaAssist capabilities. Strong business centric mindset with ability to utilize sound judgment and tailor approach to drive optimal outcomes. Communicates, influences and negotiates both vertically and horizontally to obtain or leverage necessary resources. Build positive give and take relationships with stakeholders and uses the right questions and tools to uncover root causes to challenges, identifies opportunities, and make recommendations.

Requirements

• 10+ years of experience in program management, business strategy, integration management, consulting, product/project management, or a related field
• Experience with technology solutions and implementation lifecycle, including testing and certification; strong skills in roadmap planning, risk management, and KPI-driven delivery for large-scale AI initiatives
• Ability to structure programs, tasks, and challenges to ensure accountability and clarity on project status
• Executive presence with direct accountability to prepare and present program status
• Manage complex stakeholder ecosystems, oversee program governance, and drive adoption of AI capabilities across multiple domains
• Knowledge of data governance and responsible AI practices for compliance, bias mitigation, and secure data handling in AI systems
• Strong strategy and analytical skills with the ability to articulate data and facts to enable leaders to make data-driven decisions
• Ability to work effectively in a fast-paced, dynamic environment with competing priorities and manage multiple complex work streams
• Excellent communication, leadership, and interpersonal skills, with the ability to influence matrixed organizations
• Highly proficient in PowerPoint with superior ability to create executive presentations, adapt based on audience, and translate complex concepts into simple language
• Collaboration
• Influence
• Result Orientation
• Risk Management
• Stakeholder Management
• Analytical Thinking
• Business Acumen
• Data Management
• Financial Management
• Solution Delivery Process
• Agile Practices
• Architecture
• DevOps Practices
• Solution Design
• Technical Strategy Development

Nice To Haves

• Experience with Mobile, IVR/Routing, Erica, Web/Online Banking, and/or Chat platform(s)
• Experience with leading Client Experience or Digital Banking initiatives
• Understanding of Banking product(s) and services
• Financial Center, Call Center, and/or Digital industry experience
• Ability to define and execute the roadmap for an Agentic platform powered by Generative AI and LLMs, ensuring alignment with enterprise architecture and business objectives
• Familiarity with platform engineering concepts, including API integration, microservices, and cloud-native architectures for AI platforms
• Understanding of model architectures, prompt engineering, and orchestration frameworks for agentic workflows

Responsibilities

• Directs and leads a delivery team aligned to a portfolio and mentors Delivery Leads
• Manages and improves portfolio operations and governance processes, ensuring risks and roadblocks are escalated and resolved quickly
• Builds relationships with business and technology executives across multiple organizations, as well as Compliance and Risk
• Partners with the key stakeholders and leaders to define the vision and creating the portfolio roadmap aligned to strategic goals
• Provides status updates and reporting for the portfolio to stakeholders and leadership pertaining to the desired outcomes, delivery, risks, issues, and schedule
• Manages overall portfolio financials, Profit and Loss (P&L), and performance
• Ensures adherence with Enterprise Change Management standards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees