Collections & Recovery Product Director & Neighborhood Lead
We are seeking a results-driven Product Director to drive the vision, strategy, delivery, and transformation of our Collections & Recovery platform capabilities. This senior leadership role is responsible for ongoing product delivery, enhancing existing capabilities, and leading the Collections & Recovery Reimagine the Bank transformation agenda.
The Product Director will play a pivotal role in reshaping the Collections & Recovery experience, leveraging AI, intelligent automation, advanced analytics, and modern technology solutions to enable personalized customer engagement, expanded self-service, and greater colleague efficiency. This includes advancing intelligent voice and digital interactions, personalized collection strategies, and AI-enabled colleague capabilities.
Operating as the experience owner/neighborhood lead, this leader will bring together business, product, technology, architecture, and data teams to drive integrated product delivery. The role requires strong product leadership, execution discipline, and strategic vendor relationship management to deliver capabilities across a technology ecosystem with multiple third-party solutions. The Product Director will be accountable for delivering product capabilities that enable improved customer experience, operational efficiency, and collections performance.
This role will have direct reports and will report directly to the Consumer Operations Delivery Head.
Key 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
- Leads multiple product teams or a complex product domain
- Direct people leadership with accountability for performance and development
- Drives cross-functional alignment with business, tech, risk, and operations
- Strong strategic thinking and systems orientation
- Effective organizational influencer and decision facilitator
- Proven ability to scale teams and improve delivery outcomes
- Deep understanding of domain, risk, and regulatory considerations
Qualifications:
- Bachelor's degree in Business, Technology, Engineering, Economics, or a related discipline; advanced degree strongly preferred.
- 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. Direct Collections & Recovery experience is strongly preferred.
- Demonstrated ability to translate enterprise objectives into coordinated product strategies, investment priorities, and measurable business outcomes.
- Strong understanding of AI, intelligent automation, and emerging technologies, with the ability to translate opportunities into scalable business capabilities. Familiarity with generative and agentic AI is desirable. Direct experience applying these technologies in Collections & Recovery or customer operations is a significant plus.
- Proven people leadership experience, including talent development, performance management, succession planning, and team capability building.
- Demonstrated 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 with experience resolving complex cross-functional issues that impact multiple teams or business areas.
- Highly effective stakeholder management and influencing skills with the ability to facilitate decisions among senior leaders across business, technology, operations, risk, and compliance functions.
- Strong understanding of business, operational, customer, risk, and regulatory considerations and the ability to balance these factors when making decisions with medium- to long-term impact.
To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.Hours and Work Schedule: (4 days in office, 1 day remote)- Must sit within a Citizens Corporate office location.
Hours per Week: 40Work Schedule: Monday-FridayPay Transparency:The salary range for this position is $221,000-$271,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .
Work Authorization: This role is not eligible for new employer sponsored or current H-1 B visa holders. Applicants, including current OPT, L and other visa holders, must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.
